RingCentral Contact Center

In CX1, ACD, Skills or User, you can have a skill assign to a agent, but not activated. this makes it easy to active a skill for a agent when needed. In CX1 in Supervisor, When trying to do the same thing. the skill is not there in either assign o...

Currently we cannot add any WFM related fields (scheduled activity/actual activity/adherence/forecasts) to custom reports, and the prebuilt reports for WFM are very lacking. This makes it extremely difficult to analyze and coach our team. We are r...

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.

Give users the option of various genres of music, like Apple does, or No music at all so I can concentrate and talk to collegues while holding

Quality Monitoring: Ability to delete evaluations without needing the agent to acknowledge the evaluation first.

We do not have the ability to place an active call on hold to answer the incoming call unless we get up and answer the call on another phone in the office

Please may we request a Windows Application/Service version of the MAX Agent? The Web Application is problematic for users, particularly those who are remote working on laptops as when agents go on break and the laptop goes to sleep, the MAX Agent...

Security restrictions be set at a granular level for ACD settings instead of blocking all or nothing (Ex: blocking a team prevents seeing that team in the directory.

Provide the staffing numbers (Scheduled, Required, Variance) by interval in the Intraday Manager down to the WEM skill level. Right now it is useless to me since I have multiple WEM skills across multiple departments.

Our sales team would like the ability to have multiple agents and managers listen to the same active call at the same time for training purposes.