RingCentral Contact Center

Time off Approval- being able to request and approve vacation time off yearly. Currently we are not able to approve future request off for employee vacation unless a forecast is generated. We are wanting to be able to approve future dated schedule...

I'd love to be able to share my availability in pre-determined time increments with my clients to schedule from. Having a this tool built in with ring would be a huge time saver for me and most anyone that has to schedule meetings.

The process to live-monitor agents is very frustrating. I must pull up the Supervisor app, search for the agent I want to live-monitor, click the monitor icon, click the voice monitor icon, enter my station ID or phone number, then I receive a pho...

if you are an admin of the contact center, you should be able to login and view the dashboards etc.

https://na1.nice-incontact.com/login/#/ does not have option to remember username. Login.incontact.com does have remember me option. See attachments.

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.

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...

Currently, inbound calls to the Contact Center with no caller ID displays as our main company number. We would like to change this to display Blocked Call.

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...

Quality planner in QM has limitations; unable to select an individual instead of a group. You are unable to create an individual improvement plan for an employee. You only have the option to create plan's for groups. Workaround is cumbersome.