Skip to Main Content

RingCentral Contact Center

Showing 284

Central Dashboard to allow all employees to view

I would love to see an option created where we can have a link that stays active and allows for us to display our call center dashboards in multiple locations without having to be tied to a log in. Currently the only way we have found to do this i...
Andrew Goudy about 1 year ago in RingCentral Contact Center 1 Future consideration

Record voice then Play it during a live call

Is there a way to Record voice then Play it during a live call like as for opening and/or closing spiel? If not, this is a good idea similar to Avaya voice recording/play
Bernard Bacharpa 7 months ago in RingCentral Contact Center 0 Under review

Add the ability to view attachments/images on all email contacts within Interactions

The Interactions application is wht drives your Quality Managment platform. In order to audit the email interaction, you need to be able to see all images and documents that were attached to that email. The only way to view those images and docume...
Rick Bickle 7 months ago in RingCentral Contact Center 0 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

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

Realtime Dashboard Needed For The Agent Summary Report

A realtime dashboard to showcase the exact same metrics the Agent Summary Report Template shows will be helpful to monitor how many inbound and outbound calls each agent has taken so far in that given day, without the need to run that actual repor...
Matthew Sarrell 3 months ago in RingCentral Contact Center 0 Under review

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

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 4 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

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