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View Priority Comparison in Minutes

On the ACD skill details tab, I'd like to have an option under 'Priority Comparison' to compare skills using minutes vs. seconds. This is a very insightful tool and I'd like to be able to look at this for different time frames without needing to c...
Kaci Joslin about 1 year ago in RingCentral Contact Center 0 Under review

Ability to Distribute all Forms to Evaluators at Once

As a quality manager, I want to kick off a quality plan and distribute all of my forms to evaluators at once. My evaluators schedule blocks of time to complete forms, and would like to work through all of their assigned evaluations in a single day...
Kaci Joslin about 1 year ago in RingCentral Contact Center 0 Under review

Add Actual SLA to SLA ACD Widget on Dashboard

We'd like to have the option to note what our actual SLA is on the ACD Service Level widgets that we use on our Dashboards. As it stands it shows us if we're meeting SLA or not and how often but it would be a helpful reminder to show the actual SL...
Kaci Joslin about 1 year ago in RingCentral Contact Center 0 Under review

MAX Agent Email: 'System' Font is the Default Font but Not an Option to Select in Email

Email's come into MAX Agent with a 'system' font however that is not a selectable font while you are working in the email. Currently, you only get 5 font choices and system isn't one of them. If I copy/paste something it only offers to paste it as...
Kaci Joslin about 1 year ago in RingCentral Contact Center 0 Under review

Exclude System Generated Messages in Chat Transcript

We'd like to have all of the system generated messages excluded from chat transcripts. If a customer is waiting for an agent to become available for a while they will see several rounds of "please hold" and "your next in line" type messaging. Whil...
Kaci Joslin about 1 year ago in RingCentral Contact Center 0 Under review

Pre-Chat Survey Email Address Field Applied to Chat Transcript

With our current set up, customer enter their email address into the pre-chat survey. After their chat concludes they get the option to download the chat transcript or to have it emailed to them. They are required to re-enter their email address i...
Kaci Joslin about 1 year ago in RingCentral Contact Center 0 Under review

WFM PRO - Ability to Export more future facing data from Intraday manager

Currently can only export a few days into the future to see forecasted volume, staffing. Would be very beneficial to be able to go out at least a week to 4 weeks to be able to see what the next week and month will look like.
John Bruns about 1 year ago in RingCentral Contact Center 1 Under review

WFM PRO - Ability to Modify forecast without having to regenerate a schedule

It is very frustrating to not be able to modify the forecast without having to re-generate a whole new schedule for that staffing plan to update.
John Bruns about 1 year ago in RingCentral Contact Center 2 Future consideration

WFM Pro - Manage Requests Additional Functionality

It would be beneficial if in the manage requests tab, you could sort by any of the columns, in particular the submit date/time to be able to view in ASC order to have the oldest requests at top. Also, being able to see the Team that the agent is a...
John Bruns over 1 year ago in RingCentral Contact Center 0 Future consideration

WFM Pro - Ability to filter by team member in requests

It would be much more efficient if we had the ability to filter by team member to see what all requests that they have submitted. Right now, you have to hope that you click on the correct day and then cipher through all the requests for even the s...
John Bruns over 1 year ago in RingCentral Contact Center 0 Future consideration