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Schedule Prebuilt Reports, and add their data field to "Data Downloads"

Currently there are some prebuilt reports (for example, Schedule Adherence, Evaluations by Team, Evaluation Details) that are incredible useful, but they cannot be schedule and sent via email (or made accessible via data download / cURL) on demand...
Navid Salimian about 1 year ago in RingCentral Contact Center 0 Future consideration

WFM PRO - Ability to Export more future facing data from Intraday manager

Currently can only export a few days into the future to see forecasted volume, staffing. Would be very beneficial to be able to go out at least a week to 4 weeks to be able to see what the next week and month will look like.
John Bruns 8 months ago in RingCentral Contact Center 1 Under review

Please add the Skill Type and the Team to the Interaction Details on the call recording.

This is useful to provide all of the necessary information in one screen. It will also allow these fields to be automatically in the quality monitoring scorecard.
Phylicia Clemons 11 months ago in RingCentral Contact Center 1 Future consideration

Add Functionality to set the CallerID to a non-phone number (ex. a String of characters)

When our Call Center reaches out to our customers, the number appearing on their phones is not known to them. If we had the ability to change the CallerID to a string (The name of the company), we believe customers would be more willing to answer ...
Michael Vanderstappen 3 months ago in RingCentral Contact Center 0 Under review

WFM - Flexible Meetings to Include All Agents Selected

When scheduling a Flexible Meeting in WFM, you cannot schedule everyone into the same meeting. You define the maximum simultaneous agents in a meeting, but even if you make that number high enough to include everyone selected, you will receive mul...
Anthony Roberts 9 months ago in RingCentral Contact Center 0 Under review

Give customers option to only have SLA calculate during business hours

Under the current design, if customer service representatives receive an email on a Friday and leave it in the shared 'Inbox' until Monday, then the SLA is negatively impacted. Request is to give clients the option to exclude weekend / afterhours ...
Annette Fortune over 1 year ago in RingCentral Contact Center 0 Future consideration

"Rolodex" where you can house all your contacts that the entire company can reference.

Since Ring Central is for calls both incoming and outgoing it would be nice to be able to add contacts that the company uses such as vendors you work with, site contacts, etc.. Currently you can only add "Personal Contacts" which only the user can...
Luis Alvarez 3 months ago in RingCentral Contact Center 0 Under review

Edit Completed Evaluation

My team completes Call Monitoring and its extremely hard to do Call Monitoring in Contact center as you are not able to make an update to a scored evaluation once saved. There is no way to update if a rebuttal is received nor can we do internal QA...
Guest about 2 years ago in RingCentral Contact Center 0 Future consideration

RingCentral Internal Contact Org Chart

An easy-to-use way to navigate through your company's different departments and connect with people. This is especially important when working remote and you need help from a different department and you aren't exactly sure who is around to help. ...
Rob Glascott about 1 year ago in RingCentral Contact Center 2 Already exists

WFM PRO - Ability to Modify forecast without having to regenerate a schedule

It is very frustrating to not be able to modify the forecast without having to re-generate a whole new schedule for that staffing plan to update.
John Bruns 9 months ago in RingCentral Contact Center 2 Future consideration