Skip to Main Content

RingCentral Contact Center

Showing 251

Add contact center licensing in the IC portal

the only way to know how many licenses for contact center you own is to know it, there is no link or report to run. Please add this functionality.
Guest almost 2 years ago in RingCentral Contact Center 0 Under review

WFM - Flexible Meetings to Include All Agents Selected

When scheduling a Flexible Meeting in WFM, you cannot schedule everyone into the same meeting. You define the maximum simultaneous agents in a meeting, but even if you make that number high enough to include everyone selected, you will receive mul...
Anthony Roberts 5 months ago in RingCentral Contact Center 0 Under review

Central Dashboard to allow all employees to view

I would love to see an option created where we can have a link that stays active and allows for us to display our call center dashboards in multiple locations without having to be tied to a log in. Currently the only way we have found to do this i...
Andrew Goudy 9 months ago in RingCentral Contact Center 1 Future consideration

Please add open folder for ringtones. I am getting made fun of in the call center. Thank you!

All available ringtones are annoying. Everyone would love their personal flair.
Harold Arnold 2 months ago in RingCentral Contact Center 0 Under review

Please add the Skill Type and the Team to the Interaction Details on the call recording.

This is useful to provide all of the necessary information in one screen. It will also allow these fields to be automatically in the quality monitoring scorecard.
Phylicia Clemons 7 months ago in RingCentral Contact Center 1 Future consideration

Give customers option to only have SLA calculate during business hours

Under the current design, if customer service representatives receive an email on a Friday and leave it in the shared 'Inbox' until Monday, then the SLA is negatively impacted. Request is to give clients the option to exclude weekend / afterhours ...
Annette Fortune about 1 year ago in RingCentral Contact Center 0 Future consideration

More Flexibility in WFM Pro

It recently came to my knowledge that in WFM Daily Rules are suggested to be kept at a 4 hour variable scheduling window. We are a business that supports 36 restaurants. Our call center hours are 6am - 12am and our agents work very flexible hours....
Lindsay Wallace 7 months ago in RingCentral Contact Center 3 Needs more information

Integrate RingCentral app with Call Center Phone status

Our Call Center employees are receiving calls on their RingCentral App while on the phone via Call Center MaxAgent. It would be helpful for the RingCentral app to recognize when their line is busy so they don't receive the phone call pop-up from R...
Kimberly Shingle 10 months ago in RingCentral Contact Center 2 Already exists

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 almost 2 years ago in RingCentral Contact Center 0 Future consideration

Be able to choose if business name or person name shows in contact list.

Some of my contractors, I would like their business name to show not the contact person at that business.
Barb Berry 3 months ago in RingCentral Contact Center 0 Under review