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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 4 months ago in RingCentral Contact Center 1 Under review

A dashboard widget that shows the percentage of evaluations above, meeting or below compliance rate goal

Gives a great eye view of progress. And from there a filter can reveal who falls were.
Kandace Williams 5 months ago in RingCentral Contact Center 0 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 5 months ago in RingCentral Contact Center 0 Under review

When evaluating, to have the ability to edit comments, once saved.

Allows evaluators to be more efficient when needing to make an update.
Kandace Williams 5 months 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 6 months ago in RingCentral Contact Center 0 Under review

ability to lock incoming call pop-up window in a specific location on a specific monitor

We just went live on RC. For the most part, it is a great improvement from the system that we had prior. Each Customer Care agent has 2-3 monitors. The incoming pop-up window appears on which ever monitor they are currently working on. Ideally, th...
Jaysn Meyers 6 months ago in RingCentral Contact Center 0 Under review

Require additional customization of dashboards in Nice InContact Contact Center

In order to maximize our efficiency and update our staffing levels on the fly to better serve our customers, we require the ability to see average handle time, average speed of answer, and total calls by agent in real time in a widget on the dashb...
Nick George 7 months ago in RingCentral Contact Center 0 Under review

MAX Emails: Keep images in body vs. adding as attachment

Is it possible to have images stay where they were placed in an email? Currently, images are coming through as attachments in MAX. Signatures also often contain images which is adding to the number of attachments making it difficult to sort throug...
Kaci Joslin 7 months ago in RingCentral Contact Center 0 Under review

Reorder Metrics within ACD Widgets

We'd like to have the ability to reorder the metrics displayed within our ACD widgets. Currently, once you select them to be included in a widget you can't reorder them. We find some information more informative that other information and so we'd ...
Kaci Joslin 7 months ago in RingCentral Contact Center 0 Under review

Adjust the Default Subject Line for Emailed Chat Transcripts

When customers choose to have their chat transcript emailed to them after chatting with us the email that they receive has a subject line of "chat transcript" which can't be edited. We'd like to have the ability to customize this so that we can in...
Kaci Joslin 7 months ago in RingCentral Contact Center 0 Under review