Skip to Main Content

RingCentral Contact Center

Showing 314

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 over 2 years ago in RingCentral Contact Center 3 Will not implement

Reorder Metrics within ACD Widgets

We'd like to have the ability to reorder the metrics displayed within our ACD widgets. Currently, once you select them to be included in a widget you can't reorder them. We find some information more informative that other information and so we'd ...
Kaci Joslin about 1 year ago in RingCentral Contact Center 0 Under review

Adjust the Default Subject Line for Emailed Chat Transcripts

When customers choose to have their chat transcript emailed to them after chatting with us the email that they receive has a subject line of "chat transcript" which can't be edited. We'd like to have the ability to customize this so that we can in...
Kaci Joslin about 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 5 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 5 months ago in RingCentral Contact Center 0 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 10 months 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 5 months ago in RingCentral Contact Center 0 Under review

Change automatic default skill proficiency level

Currently, when you add skills to an ACD user, the skill is added at a proficiency level 3 by default. You can change it manually but it is not persistent; if you remove the skill and then add it back later it does not remember the previous profic...
Allison Durrell 10 months ago in RingCentral Contact Center 0 Under review

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 over 1 year ago in RingCentral Contact Center 1 Future consideration

WFM - Flexible Meetings to Include All Agents Selected

When scheduling a Flexible Meeting in WFM, you cannot schedule everyone into the same meeting. You define the maximum simultaneous agents in a meeting, but even if you make that number high enough to include everyone selected, you will receive mul...
Anthony Roberts about 1 year ago in RingCentral Contact Center 0 Under review