RingCentral Contact Center

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.

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...

When transferring to RC Office extensions through the MAX agent, you can't search in the company directory to find an extension, but you must scroll through to find the individual and click call. You can’t just enter the extension number and click...

Sales. We call abandoned calls back to sell. If we have to wait hours to get the details, then we risk losing the sale.

The endpoint/agent leg when using MAX agent with Station ID is limited to deskphone and desktop application only. Please offer greater flexibility by allowing the RingCentral Moble App to work with Contact Center.

When accessing the "dial by name" directory, a press pound statement is required at the end. Press pound is not included in the default announcement and there is no option to add this statement

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 ...

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...

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...

It would be helpful for managers to see in real time when agents are refusing calls or have been in an Unavailable: Refused state especially with teams being remote.