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MAX Emails: Keep images in body vs. adding as attachment

Is it possible to have images stay where they were placed in an email? Currently, images are coming through as attachments in MAX. Signatures also often contain images which is adding to the number of attachments making it difficult to sort throug...
Kaci Joslin about 1 year ago in RingCentral Contact Center 0 Under review

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 over 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 over 1 year ago in RingCentral Contact Center 0 Under review

Survey & Feedback after calls

We are requesting to have a survey email or Feedback email after the call ends. Once the call ends we would like an auto generated email sent to the caller internally.
Frank Burgos over 1 year ago in RingCentral Contact Center 1 Under review

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 over 1 year ago in RingCentral Contact Center 0 Under review

WFM PRO - Improve Schedule Reporting Process

We need to have a better way to understand how many hours for various activity codes team members are scheduled for to be able to include them in grading an Agents performance metrics such as unplanned absences and interactions per scheduled open ...
John Bruns over 1 year ago in RingCentral Contact Center 0 Future consideration

Create additional WFM Prebuilt Reports or Make WFM Data Available in Custom Reporting

Currently we cannot add any WFM related fields (scheduled activity/actual activity/adherence/forecasts) to custom reports, and the prebuilt reports for WFM are very lacking. This makes it extremely difficult to analyze and coach our team. We are r...
Nick George over 1 year ago in RingCentral Contact Center 3 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 over 1 year ago in RingCentral Contact Center 1 Under review

WFM - Add ability to map multiple activity codes in schedule to acd events

When scheduling out activities it is beneficial to be granular with the activity codes to understand where time is being allocated, but for the agents they don't need a long list of status' to cipher through. It would be beneficial to map out mult...
John Bruns over 1 year ago in RingCentral Contact Center 0 Future consideration

More Flexibility in WFM Pro

It recently came to my knowledge that in WFM Daily Rules are suggested to be kept at a 4 hour variable scheduling window. We are a business that supports 36 restaurants. Our call center hours are 6am - 12am and our agents work very flexible hours....
Lindsay Wallace over 1 year ago in RingCentral Contact Center 3 Needs more information