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RingCentral Contact Center

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RingCentral Contact Centre: Support for Smartphone and Mobile Phone divert

Since the pandemic, one of our contact centres has moved to hybrid working. Agents would like to be able to make and take contact centre calls on their mobile phones, which is currently not supported.
Fraz Hamid 10 months ago in RingCentral Contact Center 0 Under review

Call Quality Report for Incoming Calls

Have a report to understand call quality phone calls coming into IVR. Better understand or be able to search for a contact id and see the quality of the call
Alexander Calderon 5 months ago in RingCentral Contact Center 0 Under review

Max Agent Client - accepting calls dialog box to appear in different area

Customer service agents get the call prompts in the same area as windows notifications and makes it harder to answer call. Adjusting how many seconds it will appear for call to be accepted
Alexander Calderon 5 months ago in RingCentral Contact Center 0 Under review

Email Notification when IVR Phones Are Turned On and Off

Email notification can be set up when Hours of Operation are changed for Contact Center so that teams can be notified of such changes for awareness.
Alexander Calderon 5 months ago in RingCentral Contact Center 0 Under review

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

There is no elegant way to transfer to RC Office extensions through the MAX agent

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...
Justin Mead about 2 years ago in RingCentral Contact Center 1 Future consideration

Pulse alerts for refused calls or agents in Unavailable: Refused state.

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.
Randi Beckett almost 2 years ago in RingCentral Contact Center 0 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

Max Call history too short

Max Agent history list is too short and there is visibility to only 2 calls in the history list. We need the history list to be much longer please.
Michael Almaraz almost 2 years ago in RingCentral Contact Center 0 Future consideration