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RingCentral Contact Center

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Reduce Pulse alert minimum time

Currently in Pulse, the minimum alert time is 30 seconds. This is ~6 rings. If a customer is in queue past 3 rings, often they disconnect. It would be great to have the option to choose shorter (5 seconds if possible). Thanks!
James Specht 6 months ago in RingCentral Contact Center 0 New

WFM - Ability to select date range when generating forecast

It would be amazing to be able to be able to select a custom date range for the forecast time period and historical data time period instead of being forced to utilize the pre-defined duration periods.
John Bruns 7 months ago in RingCentral Contact Center 0 New

Add platform logins to "login" metrics for Contact Center reports

I've found that the report metric as well as "Last Login" information on a user in Contact Center is only counting logging into MAX. While I can see the usefulness of that metric, we also would like to see login information for the users when they...
Brian Bolhuis 8 months ago in RingCentral Contact Center 0 Under review

Adding 'Favourites' to Custom Reports in NICE InContact

As more and more of our Business Units are moved across to Ring Central/NICE InContact, we are seeing the number of Custom Reports increase, as they are all building their own reports. We currently have 450+. It would therefore be really good if a...
Sarah Marshall 12 months ago in RingCentral Contact Center 2 Under review

QM - Allow deletion of evaluations without agents having to acknowledge them

Right now, evaluations that are submitted can only be deleted if they are completed or auto acknowledged. It would be great to be able to delete evaluations regardless of the status (e.g., when they're sent to an agent but before the agent acknowl...
Michelle Sterzovsky about 1 year ago in RingCentral Contact Center 0 Under review

Notification for WFM schedule adherence

It would be great if the WFM platform allowed us to configure alerts or notifications to be emailed when an agent is not following their schedule. Similar to the queue alerts that can be configured when a queue call arrives but no one is logged in...
Allison Durrell about 1 year ago in RingCentral Contact Center 1 Under review

The ability to edit evaluations sent to agents before they are acknowledge/challenged.

Reduce the trunaround time on when the task is completed.
Kandace Williams over 1 year ago in RingCentral Contact Center 0 Under review

incoming calls sent directly to voicemail

Currently, an agent can be on a call with a customer. When a second call is inbound to that agents direct line or extension, the call that the agent is on gets quiet/muffled and a pop-up for the second inbound call appears. Ideally, the second inb...
Jaysn Meyers over 1 year ago in RingCentral Contact Center 0 Under review

Allow the '<' symbol to be used in chat and not have it omit text

We want to be able to send the '<' character in a chat without it being looked at as HTML code. When we send the '<' character followed by text immediately, it omits any text that we enter. Some common messages that we send to our customers ...
Kaci Joslin over 1 year ago in RingCentral Contact Center 0 Under review

Set Max Time Limit on ACD chat skills

We'd like to have the ability to set a wrap up time out on Chat ACD skills. We can set a timeout for phone ACD skills, but not chat. We have the same use case for wanting to limit automatic wrap up time on our chat skills as we do on our phone ski...
Kaci Joslin over 1 year ago in RingCentral Contact Center 0 Under review