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RingCentral Contact Center

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Additional Adherence Reporting is required in Nice InContact Contact Center

In order to maximize our efficiency by analyzing agent performance and our scheduling to better serve our customers, we require enhanced adherence reporting. We require the ability to see: Summarized data by team in addition to by agent (top left ...
Nick George 7 months ago in RingCentral Contact Center 0 Under review

In CX1 Supervisor, Be able to active assign Skills.

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...
Mike Nilson 3 months ago in RingCentral Contact Center 0 Under review

Add a filter to the Active Contacts Report in Contact Center

Need to be able to filter the Active Contacts report by skill. We have several VM skills and the managers want to be able to only see the active contacts in the skill they manage to see if there are duplicate VMs in the skill from the same number....
Paul Carmichael 10 months ago in RingCentral Contact Center 1 Under review

Dashboard availability without logging on

Useful for call centres displaying CC data on tv's around the office, utilising remote computers, Our current set up has a single device in the server room that pushes display out to TV's, this is not accessible by anyone outside of IT, however it...
Tony Puncher over 1 year ago in RingCentral Contact Center 0 Future consideration

Integrate RingCentral app with Call Center Phone status

Our Call Center employees are receiving calls on their RingCentral App while on the phone via Call Center MaxAgent. It would be helpful for the RingCentral app to recognize when their line is busy so they don't receive the phone call pop-up from R...
Kimberly Shingle about 1 year ago in RingCentral Contact Center 2 Already exists

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 7 months ago in RingCentral Contact Center 0 Under review

Simultaneous Call Queue Overflow to another Simultaneous Call Queue

Within the UC portal, it would be really useful if we can have a Simultaneous Call Queue Overflowing to another Simultaneous Call Queue. Only being able to use Overflow on Rotating Call Queue is very restrictive.
Sarah Marshall about 2 years ago in RingCentral Contact Center 3 Will not implement

Music on hold optios

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
Tom Daube 4 months ago in RingCentral Contact Center 0 Under review

I need to be able to pull abandoned calls details on an as-needed basis vs. waiting for a data refresh.

Sales. We call abandoned calls back to sell. If we have to wait hours to get the details, then we risk losing the sale.
Timothy Larsen about 1 year ago in RingCentral Contact Center 7 Needs more information

InContact: Copy Holiday Tables

It is so time consuming going through each 'Hours of Operations' Holiday table to set up per calendar year. If there a way to copy a table that would be most efficient.
Shenay Hardeman about 1 year ago in RingCentral Contact Center 1 Under review