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RingCentral Contact Center

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Additional field for activity codes to indicate in adherence with Open.

We have many activity codes that are Closed activity codes that agents select placing themselves in an unavailable status. However, we require the ability the track some of these in different manners from a scheduling and adherence perspective. In...
Nick George 3 months ago in RingCentral Contact Center 0 Under review

Service Level must be counted in the Service Level widget at the time that the call is answered, rather than the time the call is handled.

In order to maximize our efficiency and update our staffing levels on the fly to better serve our customers, we need to see the Service Level updated in real time in the Service Level widget at the time the call is answered rather than at the time...
Nick George 3 months ago in RingCentral Contact Center 0 Under review

Require additional insight into what an agent is doing when in state Outbound Call in agent state widget

In order to maximize our efficiency and update our staffing levels on the fly to better serve our customers, we require the ability to understand what agents in the Outbound Contact state are doing in real time via the Agent State dashboard. Curre...
Nick George 3 months ago in RingCentral Contact Center 0 Under review

Additional Adherence Reporting is required in Nice InContact Contact Center

In order to maximize our efficiency by analyzing agent performance and our scheduling to better serve our customers, we require enhanced adherence reporting. We require the ability to see: Summarized data by team in addition to by agent (top left ...
Nick George 3 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 3 months ago in RingCentral Contact Center 0 Under review

Add ability to display staffing actual to scheduled variance by number instead of color in Schedule Manager

In Schedule Manager in Nice Incontact you are only able to see staffing variances (scheduled to actual) based on color coded staffing ranges. We would prefer to see an actual numerical variance instead.
Nick George 3 months ago in RingCentral Contact Center 0 Under review

Your directions for, "Setting your presence for desktop and web are wrong. Number 1 says, "Select your profile picture at top right." In recent weeks you did an update and now the Profile picture is at the top left. You might want to update that.

I am a direction follower to a fault and for functionality for new people to RingCentral I feel it is important that the directions for the Support page should be 100% correct.
Kelly- Front Desk 3 months ago in RingCentral Contact Center 0 Under review

Simultaneous Call Queue Overflow to another Simultaneous Call Queue

Within the UC portal, it would be really useful if we can have a Simultaneous Call Queue Overflowing to another Simultaneous Call Queue. Only being able to use Overflow on Rotating Call Queue is very restrictive.
Sarah Marshall over 1 year ago in RingCentral Contact Center 3 Will not implement

WFM Pro - Hierarchy View within Schedule Manager

Have the ability to view and drill into scheduling units/groups to select individual team members from multiple teams or groups from the schedule manager view.
John Bruns 6 months ago in RingCentral Contact Center 0 Future consideration

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 12 months ago in RingCentral Contact Center 0 Future consideration