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Coming March 1st: A new & improved Ideas Portal! The Ideas Portal will be under construction and offline February 25th - February 29th. Click here to learn more about this change.

RingCentral Contact Center

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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

Contact Center - No Hold Music when truly "on hold"

When truly "on hold" with a contact center agent, there is not an opportunity for hold music or messaging to play. The system offers that functionality all through the IVR, call queues, interrupt messages, etc., but once an agent engages a caller,...
Lee Harris 10 months ago in RingCentral Contact Center 0 Under review

Contact Center - Disposition and Tags for second assignment / resolution in call

Call comes in for one area of contact center and is assisted. Caller then asks to transfer to another area of contact center for different matter. The second stop on the call cannot currently be marked with a disposition or tag, as the fields are ...
Lee Harris 10 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

Store CNAM of incoming ANI in variable - Contact Centre

When a call arrives in the Contact Centre, there are a few variables that Studio picks up about the incoming call, such as it's ANI, City, State, Country - but for whatever reason, the CNAM (Caller Name) is not captured. I would like to see CNAM b...
Anthony Roberts 10 months ago in RingCentral Contact Center 0 Under review

Ring Central Contact Center My Zone Recent Interactions

Add the ability for the My Zone to see the Customer Info. We have team members that may need to look at their history, and do a call back. Nice to have all in one location for team members.
David Peterson 10 months ago in RingCentral Contact Center 0 Under review

Contact Center IVR press path summary analytics

Currently available reporting for CX1 contact center analytics provide code based detail of call path through the IVR. It would be much more useful to see summary data on the number of calls entering a particular IVR path in a given time frame, th...
Katy O'Connell 10 months ago in RingCentral Contact Center 0 Under review

Add skills to dispositions

At the minute when you create a new disposition to add it you have to go to the skill you want it adding to and add it there. If you are only adding 1 disposition and want it adding to all your skills this in incredibly time consuming and ineffici...
Ben Anderson 10 months ago in RingCentral Contact Center 0 Under review

Call Quality Report for Incoming Calls

Have a report to understand call quality phone calls coming into IVR. Better understand or be able to search for a contact id and see the quality of the call
Alexander Calderon 10 months ago in RingCentral Contact Center 0 Under review