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RingCentral Contact Center

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The ability to set up certain skills/queues from allowing transfers

We have several skills set up that do not have agents assigned to them so we have found several emails have been transferred to skills that don't have any agents. We are having to watch those skills and act if anything gets in there on accident. I...
Guest over 1 year ago in RingCentral Contact Center 0 Future consideration

Teams in Contact Center

Have the ability to see Team that I created or a member of. Often enough, you start a Team, but then Close it to reduce the number of teams in view. If a team has been closed, I do not want to start another Team if I had already created one.
Denise Naeck 6 months ago in RingCentral Contact Center 2 Already exists

Salesforce Adapter does not allow the removal of Mask

The Salesforce adapter is showing the mask option even when it is disabled for the agent. It needs to hide this if it has been disabled in the agent role the way CMax does.
Jacob Beach about 1 year ago in RingCentral Contact Center 0 Future consideration

Allow agents to place outbound calls in maxagent while on wrap up status

users who make a series of outbound calls have to manually change status from wrap up to another status just to dial another outbound number. It is an unnecessary series of mouse clicks that add up.
Brian Casey 6 months ago in RingCentral Contact Center 1 Future consideration

Need a whisper tone before each call to notify the agent of the skill it is coming in on.

This will allow the agent to greet the customer based on the line of business the the customer is calling in on.
Timothy Larsen 6 months ago in RingCentral Contact Center 3 Already exists

Ability to score a call without a call

I have a team that deals with emails and some times calls outside of InContact. I would like a way to manually create a "ghost call" or "interaction" and attach a scorecard to that and score it. Be able to assign that "ghost interaction" to a spec...
Guest over 1 year ago in RingCentral Contact Center 2 Already exists

Quality planner - once an evaluation plan has expired, the plan disappears and results are not available

Quality planner - once an evaluation plan has expired, the plan disappears and results are not available. QM reporting limitations. 8 specific reports in pre-built and can be used in other RC platforms. Create reporting for this area Template to a...
Matthew Walsh about 1 year ago in RingCentral Contact Center 1 Under review

RingCentral Contact Center is no longer available in Chrome Store for Extension

RingCentral Contact Center is no longer available in Chrome Store for Extension
Guest about 1 year ago in RingCentral Contact Center 1 Already exists

Allow agents to view their own call logs in the Max Agent

Agents view their own call logs easily in Max. They have access to a couple of calls in the Call History or in Messages. They can't see calls from the previous day or anything like that like they would in the Softphone application.
Guest about 1 year ago in RingCentral Contact Center 1 Already exists

Ability to select multiple agents in Time Off Management

It would be much faster to be able to add multiple agents for Time Off Management.
Richelle Gatdula 7 months ago in RingCentral Contact Center 1 Future consideration