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Staffing Available for individual WEM Skills

Provide the staffing numbers (Scheduled, Required, Variance) by interval in the Intraday Manager down to the WEM skill level. Right now it is useless to me since I have multiple WEM skills across multiple departments.
Guest almost 3 years ago in RingCentral Contact Center 0 Under review

Skill Notification History report does not show user who uploaded call list when "auto-start" checkbox is checked.

There is a defect, where the Skill Notification History report does not show the User ID when a skill is started by the auto-start checkbox when uploading a call list. Therefore when reviewing the Skill Notification History report, when auto-star...
5866 - Miguel Martinez 9 months ago in RingCentral Contact Center 0 Under review

To add more than (3) callers in conference call

In existing RC ( MAX agent ) call-flow design, conference room can be connected up to total (3) parties including a host. Request is to add more than three caller’s in conference room and ability to put callers on “HOLD” during the live conference...
Tcs voice2 9 months ago in RingCentral Contact Center 0 Under review

Mute current call that came in as an incoming call but not mute for warm transfer

Mute current call that came in as an incoming call but not mute for warm transfer. A call comes in, we talk and it's determined that they need to be transferred. I mute that call so that in case they have new information to add like "I was able to...
Tracy Sullivan 9 months ago in RingCentral Contact Center 0 Under review

Ability to delete evaluations

Quality Monitoring: Ability to delete evaluations without needing the agent to acknowledge the evaluation first.
Fatima Gonzalez over 1 year ago in RingCentral Contact Center 0 Under review

Allow users to place call on hold to answer second incoming call

We do not have the ability to place an active call on hold to answer the incoming call unless we get up and answer the call on another phone in the office
Ryan Hagenbrok over 1 year ago in RingCentral Contact Center 0 Under review

Would like to gauge is how long someone spends in "available" codes vs "unavailable" with a break down of what codes they were

Hi, what I am trying to gauge is how long someone spends in "available" codes vs "unavailable" with a break down of what codes they were .... ex: 20 mins in break/1 hour in lunch/ 4 hours in availbable/inbound/etc
Robbie Croft 9 months ago in RingCentral Contact Center 0 Under review

Add the ability for multiple extension to listen to the same call simultaniously

Our sales team would like the ability to have multiple agents and managers listen to the same active call at the same time for training purposes.
Robie Mays over 2 years ago in RingCentral Contact Center 1 Under review

Add an option to make Activity Codes invisible to agents.

We'd like to have the option to make individual Activity Codes visible or invisible to different access levels. For example, we currently have separate out-of-office Activity Codes for approved time off and unapproved time off. When agents are vie...
Guest over 2 years ago in RingCentral Contact Center 0 Under review

Granular permission Rules

Security restrictions be set at a granular level for ACD settings instead of blocking all or nothing (Ex: blocking a team prevents seeing that team in the directory.
Paige Holley over 1 year ago in RingCentral Contact Center 0 Under review