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Max Call history too short

Max Agent history list is too short and there is visibility to only 2 calls in the history list. We need the history list to be much longer please.
Michael Almaraz over 1 year ago in RingCentral Contact Center 0 Future consideration

Allow Creation of Specified Groups in Contacts

For people who handle multiple functions within their companies, it would be nice to be able to create Contact Listings for specified customers/vendors to help with organization. For example: a segregated contact group for Customer contacts; a seg...
Guest over 1 year ago in RingCentral Contact Center 0 Under review

Max Agent Click to Dial, from Browser/desktop

A simple but very useful feature to have.
Tony Puncher over 1 year ago in RingCentral Contact Center 0 Under review

Monthly view in schedule manager

Be able to see annual leave and scheduled off phone activities on a monthly basis. Helpful for team leaders and managers to see a snapshot of all agents off within the month.
Natalie Middleton almost 2 years ago in RingCentral Contact Center 0 Future consideration

Show what number your customer is calling with customer number.

It would be extremely useful to see what number our customer dialed to reach us for best marketing research. Would also need to see customer information as well
Guest almost 2 years ago in RingCentral Contact Center 1 Future consideration

Staffing Available for individual WEM Skills

Provide the staffing numbers (Scheduled, Required, Variance) by interval in the Intraday Manager down to the WEM skill level. Right now it is useless to me since I have multiple WEM skills across multiple departments.
Guest about 2 years ago in RingCentral Contact Center 0 Under review

Audible notification when the queue reaches a certain threshold

I would like to hear a ring, buzz or some other sound when our queue reaches a certain number so that I can be alerted if I am not actively looking at my dashboard; when I am working on a task or looking at another screen.
Guest about 2 years ago in RingCentral Contact Center 1 Already exists

QM - Calibration Tool - Can't See Calibrator's Forms w/ Comments

When a calibrator submits their evaluation for a calibration, the calibration form is gone; it can’t be accessed anywhere. We should be able to see the different calibrators forms in the Calibration tool. All we see is the variance. We need to see...
Jennifer Lewis over 2 years ago in RingCentral Contact Center 0 Future consideration

QM - Reports – Only Active Forms Should Display

For reporting, inactive forms shouldn’t be on the drop-down list. This is too many to sort through. Please only reflect Active forms.
Jennifer Lewis over 2 years ago in RingCentral Contact Center 0 Future consideration

Allow scheduling of prebuilt reports

We'd like to schedule not only ACD reports, but also QM/WFM/other prebuilt reports.
Michelle Sterzovsky 1 day ago in RingCentral Contact Center 0 New