RingCentral Contact Center

Have a report to understand call quality phone calls coming into IVR. Better understand or be able to search for a contact id and see the quality of the call

Customer service agents get the call prompts in the same area as windows notifications and makes it harder to answer call. Adjusting how many seconds it will appear for call to be accepted

Email notification can be set up when Hours of Operation are changed for Contact Center so that teams can be notified of such changes for awareness.

Since the pandemic, one of our contact centres has moved to hybrid working. Agents would like to be able to make and take contact centre calls on their mobile phones, which is currently not supported.

Currently we cannot add any WFM related fields (scheduled activity/actual activity/adherence/forecasts) to custom reports, and the prebuilt reports for WFM are very lacking. This makes it extremely difficult to analyze and coach our team. We are r...

Need to be able to filter the Active Contacts report by skill. We have several VM skills and the managers want to be able to only see the active contacts in the skill they manage to see if there are duplicate VMs in the skill from the same number....

It would be helpful for managers to see in real time when agents are refusing calls or have been in an Unavailable: Refused state especially with teams being remote.

In the Contact Center - under Manage Form - allow the ability to see previous version data - this is critical for audit and historic data

Ease of evaluating and refrains from double working.

Ease of reporting