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RingCentral Contact Center

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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 almost 2 years ago in RingCentral Contact Center 1 Future consideration

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 almost 2 years ago in RingCentral Contact Center 2 Already exists

Allow agents to place outbound calls in maxagent while on wrap up status

users who make a series of outbound calls have to manually change status from wrap up to another status just to dial another outbound number. It is an unnecessary series of mouse clicks that add up.
Brian Casey almost 2 years ago in RingCentral Contact Center 2 Future consideration

I need to be able to pull abandoned calls details on an as-needed basis vs. waiting for a data refresh.

Sales. We call abandoned calls back to sell. If we have to wait hours to get the details, then we risk losing the sale.
Timothy Larsen almost 2 years ago in RingCentral Contact Center 7 Needs more information

Allow the 'RingCentral App' for Android/iPhone to work as an endpoint (agent leg) in Contact Center

The endpoint/agent leg when using MAX agent with Station ID is limited to deskphone and desktop application only. Please offer greater flexibility by allowing the RingCentral Moble App to work with Contact Center.
James Marshall SA almost 2 years ago in RingCentral Contact Center 0 Future consideration

Pulse alerts for refused calls or agents in Unavailable: Refused state.

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.
Randi Beckett almost 2 years ago in RingCentral Contact Center 0 Under review

Max Call history too short

Max Agent history list is too short and there is visibility to only 2 calls in the history list. We need the history list to be much longer please.
Michael Almaraz almost 2 years ago in RingCentral Contact Center 0 Future consideration

Allow Creation of Specified Groups in Contacts

For people who handle multiple functions within their companies, it would be nice to be able to create Contact Listings for specified customers/vendors to help with organization. For example: a segregated contact group for Customer contacts; a seg...
Guest about 2 years ago in RingCentral Contact Center 0 Under review

Max Agent Click to Dial, from Browser/desktop

A simple but very useful feature to have.
Tony Puncher over 2 years ago in RingCentral Contact Center 0 Under review

Trends in Subscription Reports

Images go a long way in analyzing reports when presenting data. Especially when multiple points of data is to be entered into a report.
Andrew Siri over 2 years ago in RingCentral Contact Center 0 Under review