RingCentral Contact Center

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.

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...

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...

Ability for RingCentral WFM data to flow into CxOne Performance Management (InView) so create better dashboard and setup scheduled reporting for WFM data.

Would be convenient to be able to sort by any chosen column in Real Time and Schedule Manager screens.

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...

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.

When working in the MAX agent, be able to lookup and insert email addresses (to the TO/CC/BCC fields) from the corporate directory.

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...

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.