761 results found
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Feature Request: Super Admin Self-Service Contact Center Routing Change
Introduction:
This feature request proposes a new permission for Super Admins within the RingCentral Service Web Portal. This permission would allow them to independently modify Contact Center routing to North America, improving efficiency and streamlining support interactions.Current Situation:
Currently, Super Admins need to contact RingCentral support to modify Contact Center routing. This can lead to wait times and delays in implementing changes, especially for urgent situations requiring seamless North American routing.
Proposed Solution:
We propose granting Super Admins a new permission within the RingCentral Service Web Portal, accessible under Role Permissions. This permission would allow them to:
Access a…21 votes -
Create Multiple Call Log Detail Settings
In the admin center under reports and call log, there is an option for delivery options so you can have a report emailed to you. The problem is, you can only create one. There is no option to save a report and create more. What if I want to create a daily report, a weekly report and a Monthly report but they are all for different calls? There should be the ability to add multiple of these so I can setup multiple scheduled reports.
5 votes -
Vacation accrual calculation to be based on paid hours
In WFM it'd be useful if the vacation accrual % could be based on paid hours as opposed to simply be a fixed amount by month. Paid hours would be calculated across all activities that are deemed paid.
6 votes -
workforce management & outlook Integration
An integration to outlook and/or teams that allows for a meeting scheduled through these calendars to then reflect the information on the WFM calendar. Assigning a meeting to someone who has an assigned schedule the system would then put a timeslot for the meeting onto the WFM calendar instead of having to be scheduled in both areas.
1 vote -
Add Global Hotkeys
The RingCentral Windows OS desktop app does not have the ability to use or set global hotkeys to do tasks such as answer or end calls. This would be extremely helpful to have the ability to answer or end a call no matter what active window I'm in so I don't have to fumble around to find the active RingCentral window to answer or end a call.
2 votes -
[Quality Management] Allow scheduled evaluations to be transferred to another team
A staff member was transferred to another team after an evaluation was issued but before it was concluded. This staff member now has a different leadership team and the previous leadership team would like to transfer the evaluation to them. their team had not been updated in a timely manner in contact center so the call no longer relates to the previous team but they cant transfer it to the new team or remove it from their scheduled evaluations. They would like there to be an option to transfer it to another team but were unable to find any means…
2 votes -
Ring When Emails and Chats are Transferred
Ring Central does not currently ring when an email or a chat is transferred to another team member. I would like to see ring central implement the ringing functionality so that the user receiving the transfer is alerted to the new email or chat.
2 votes -
Enhanced Calibration Report
Within QM, provide a more robust calibration report that shows each evaluator's scores/comments by question type with the variance. At this time, we have to run a separate report on each evaluator to see the variance but you cannot easily compare the evaluators for the most valuable calibration meetings.
8 votes -
Improving RingCentral User Experience
- Unified Communication View
We understand how a consolidated view of call logs and message threads—similar to WhatsApp’s conversation flow—would greatly enhance communication tracking. Your suggestion to display calls and messages chronologically within a single thread, complete with timestamps, is an excellent idea and will be shared with our Product Management team for consideration in future updates.
- Search and Contact Display
We agree that presenting all communication history (calls, voicemails, and messages) in a single, unified search view would improve usability. Our team is exploring ways to streamline this experience to reduce fragmentation and enhance productivity.
- Contact Editing Experience
We recognize…
1 vote -
Agents using Park groups
Agents that use park groups within EX side call should be released when the park is made or give an option to release the call to the park so that the agent can toggle to available to take next call.
4 votes -
Pin admin navigation menus
Need the ability to either pin open sub navigation menus, or have them expend under the navigation menu like ring ex.
Example screenshot of the sub navigation menu that I'm referencing above.
5 votes -
Call recordings in Stereo
Ability to have call recordings in stereo not just mono
9 votes -
Analytics
The customer would like to use analytics to evaluate various groups.
The problem with this is that users are also displayed personally in the analytics report.The customer needs a change here so that only groups like Sales,etc. can be displayed and analyzed in Analytics, but not individuals.
4 votes -
Assign 1 number to different brands
Customer is looking for a way or option to assign multiple Brands/Campaigns to 1 number.
1 vote -
Be able to use the disposition filter in the RingSence portal.
Be able to use the disposition filter in the RingSence portal.
1 vote -
Allow 911 notifications to be tied to specific Call Queues or Sites\Markets\Regions
Right now the 911 notifications are an all or nothing approach. We have sites across the US and teams that handle each one separately. I would like the ability to tailor the 911 notifications to the teams that handle each region vs. have them receive ALL the notifications.
19 votes -
Remove Agent Leg B RingCentral App Recording Button
Remove the button for recording on RingCentral app if it is used as Agent Leg B as it confuses the customer whether their calls are recorded or not; needs to be recorded, etc.
1 vote -
A report that will show Quick Responses and the assigned channel
A report that can be pulled showing all quick responses and their assigned channel within digital.
1 vote -
call recording using delegate
Ability to access Call Recording when using delegate phone number without filtering by extension
4 votes -
Provide an API that reports on how many agents are available within a call queue.
Provide an API that reports on how many agents are available within a call queue. This can then be used to make a routing decision before sending the call to a particuar queue.
2 votes
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