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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

Launch Supervisor - view only team - not entire company

Is there a way to limit a supervisor to only see their team’s when they Launch Supervisor? Currently supervisors see everyone on Claims and Operations and it would help them if they didn’t have all the employees in the list that they weren’t res...
Guest over 2 years ago in RingCentral Contact Center 3 Already exists

WFM- allow more than 4 color options for activities

The current system, which has only 4 color options, makes schedules visually confusing for agents who are assigned multiple activities as part of their shift, as the segments are all the same color.. It would be preferable to allow a full color pa...
Allison Durrell 10 months ago in RingCentral Contact Center 0 Under review

Can a feature be created where we can allow grace periods for different activities so that an agent's schedule adherence won't be heavily impacted if they are on a call and are having to take their break or lunch later than scheduled.

Schedule adherence is one of our agent goals and agents should not be penalized for taking their break or lunch later than scheduled because they are stuck on a call. Adding a grace period would help.
Richelle Gatdula over 1 year ago in RingCentral Contact Center 3 Future consideration

Allow customization of the DND menu prompt.

When accessing the "dial by name" directory, a press pound statement is required at the end. Press pound is not included in the default announcement and there is no option to add this statement
Jerrold Floyd 4 months 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

Disable/Enable 2 Factor Authentication on certain users

It would be useful in a way that we can choose which users can we can disable the 2 Factor Authentication to, this way, we can track and increase security for certain users. This could also ensure that they don't sign in/use the app another device
Franz Ferrey Gesmundo almost 2 years ago in RingCentral Contact Center 0 Under review

Edit Completed Evaluation

My team completes Call Monitoring and its extremely hard to do Call Monitoring in Contact center as you are not able to make an update to a scored evaluation once saved. There is no way to update if a rebuttal is received nor can we do internal QA...
Guest over 2 years ago in RingCentral Contact Center 0 Future consideration