RingCentral Contact Center

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...

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...

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...

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...

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...

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.

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

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.

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

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...