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RingCentral Contact Center

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IN PC your data does not include Agent Name and ID for all dispositions or classification

The way PC was designed a null value is provided for calls that get handled by the PC. While this seems ok our agents do work before the call is accepted and we need to give them credit for all the attempts that occur
Will Snyder 5 months ago in RingCentral Contact Center 5 Future consideration

RingCentral and InContact do not share data - InContact (PC) and RingCentral do not share data

While using PC in InContact we have had instances where the RingCentral App drops the connection (Red X in the Connection) drop the PC does not know the agent is not online or does not have a connection and keeps feeding calls to the agent. The ca...
Will Snyder 5 months ago in RingCentral Contact Center 3 Will not implement

Hour of Operation Status Column for "Open" or "Closed"

Its really hard to tell which Hours of Operation are Open or Closed without clicking individually into each hours of operation individually. It would also be nice to be able to copy holidays over from one hours of operation to another.
Scott Beard 5 months ago in RingCentral Contact Center 0 Future consideration

Replace interaction function.

A feature was added where you can click and replace an interaction with the click of a button. Currently the feature is pulling interactions from the day that the button is used. It does follow the criteria that is set in the planners, except that...
Jeff Myers 5 months ago in RingCentral Contact Center 0 Future consideration

Duplicate QAs

We currently utilize different QA Evaluation processes for our new hires. There are multiple calls pulled for them earlier on. When using multiple planners for this, it causes issues with QA evaluations being duplicated. The system does not recogn...
Jeff Myers 5 months ago in RingCentral Contact Center 0 Future consideration

copy schedule without time off copying over

I would like to be able to copy the schedules from one week to another without copying over time off. Just copy underlying schedules.
Guest over 1 year ago in RingCentral Contact Center 0 Future consideration

Manage multiple calls on hold

My problem is I am often on one or two calls already. I cannot constantly have the current call interrupted and HAVE to take/respond to the the next call. Many of my calls are from gov officials overseas who are hard to reach. I also do not have t...
Guest over 1 year ago in RingCentral Contact Center 1 Under review

Have the option to view as another user (security profile)

It would be really useful if as a Super Admin, you had the option to view as another user's security profile. So, rather than having to change your own profile security level, you could view it as someone else, to check they have the correct acces...
Guest over 1 year ago in RingCentral Contact Center 0 Future consideration

Reporting for Current Time Zone

Allow for bi reports to run reporting on current user time zone. When call interactions are recorded they are stamped with current time zone. When reporting is ran they are stamped with universal time zone. This is throwing off our QM reporting at...
Guest over 1 year ago in RingCentral Contact Center 1 Future consideration

streamline onboarding and activating/deactivating users

On the new employee section have it link to create a station ID, and the City State from the ACD section so that once we activate they are ready to go and when we deactivate we don’t have to do it in 2 places.
Andrew Goudy 6 months ago in RingCentral Contact Center 0 Under review