RingCentral Contact Center

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.

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...

A simple but very useful feature to have.

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.

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

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.

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.

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...

For reporting, inactive forms shouldn’t be on the drop-down list. This is too many to sort through. Please only reflect Active forms.

We'd like to schedule not only ACD reports, but also QM/WFM/other prebuilt reports.