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Email Notification when IVR Phones Are Turned On and Off

Email notification can be set up when Hours of Operation are changed for Contact Center so that teams can be notified of such changes for awareness.
Alexander Calderon 8 months ago in RingCentral Contact Center 0 Under review

MAX Agent: Hold Place in Line if Customer opts to Transition from Chat to Email

In our chat we present the following message after a customer sits on hold for 10 minutes "We're sorry for the wait, all of our agents are currently busy assisting other customers. Please continue to hold or leave a message with our Customer Suppo...
Kaci Joslin over 1 year ago in RingCentral Contact Center 0 Under review

MAX Custom Phone Directory Improvements

MAX can create custom phone directories today, but is missing some important features. End-users should be able to add their own custom phone directory, for their own contacts (An administrator can add these today and assign it directly to that ag...
Anthony Roberts over 1 year ago in RingCentral Contact Center 0 Under review

WFM Pro - Data feed into InView Performance Management

Ability for RingCentral WFM data to flow into CxOne Performance Management (InView) so create better dashboard and setup scheduled reporting for WFM data.
John Bruns over 1 year ago in RingCentral Contact Center 0 Under review

Sort options for Real Time and Schedule Manager

Would be convenient to be able to sort by any chosen column in Real Time and Schedule Manager screens.
Cassondra Murray over 1 year ago in RingCentral Contact Center 0 Under review

Select All button in ACD User skills tab

When changing up skills for an agent on a temporary basis, it would be convenient to have a "select all" box at the top of the Active Skill column, rather than checking the box for every single skill. When needing to deactivate 30-40 skills, witho...
Cassondra Murray over 1 year ago in RingCentral Contact Center 0 Under review

Extending the 90 Day Limitation for showing Vacation requests in Manage Request and Agent MYZONE

It would be helpful extending that 90 day system limitation to 365 days as our Agents are required to put in there vacation requests up to a year early.
Jennifer Nelson 8 months ago in RingCentral Contact Center 0 Under review

MAX agent lookup email addresses in corporate directory

When working in the MAX agent, be able to lookup and insert email addresses (to the TO/CC/BCC fields) from the corporate directory.
Ari Fass over 1 year ago in RingCentral Contact Center 0 Under review

Adding call ID information to the QM form.

The RC system has the ability to be able to look up interaction information based on the interaction ID for that call, using the contact history report. Currently that feature does not carry over to the QM form. You do have the option to add the I...
Jeff Myers over 1 year ago in RingCentral Contact Center 0 Under review

Staffing Available for individual WEM Skills

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.
Guest almost 3 years ago in RingCentral Contact Center 0 Under review