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RingCentral Contact Center

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Independent Evaluation Not Tied to an Interaction

We need Ring Central to give us the ability to create an independent evaluation not tied to an interaction (call or email) that are sent in RC Contact Center. We need to evaluate live chats and back office items that are not handled in Ring Central.
Brenda Orozco 8 months ago in RingCentral Contact Center 2 Needs more information

Max Agent Click to Dial, from Browser/desktop

A simple but very useful feature to have.
Tony Puncher over 1 year ago in RingCentral Contact Center 0 Under review

QM - Bulk Delete Unused Interactions

Deleting unused interactions is time consuming and counter productive. A bulk delete feature would save time and make the process of searching for specific interactions more efficient.
Nancy Fulton over 1 year ago in RingCentral Contact Center 0 Future consideration

Request to Restrict Access to Interactions to a Smaller Group than entire a Team or Self

This is specific to QM recording. With a requirement to provide access to only particular team members for training purposes, to live monitor or playback recordings via Interactions, but not grant access to all team members (just those who are tra...
Kathleen Horn 4 months ago in RingCentral Contact Center 0 Under review

Monthly view in schedule manager

Be able to see annual leave and scheduled off phone activities on a monthly basis. Helpful for team leaders and managers to see a snapshot of all agents off within the month.
Natalie Middleton over 1 year ago in RingCentral Contact Center 0 Future consideration

Show what number your customer is calling with customer number.

It would be extremely useful to see what number our customer dialed to reach us for best marketing research. Would also need to see customer information as well
Guest over 1 year ago in RingCentral Contact Center 1 Future consideration

RingCentral and InContact do not share data - IVR with Extension failure

We set-up our IVR with the ability to have callers auto route to an EXT in RING App. If the caller miss-types the EXT the connection fails and hangs up on the caller
Will Snyder 9 months ago in RingCentral Contact Center 3 Already exists

Allow Creation of Specified Groups in Contacts

For people who handle multiple functions within their companies, it would be nice to be able to create Contact Listings for specified customers/vendors to help with organization. For example: a segregated contact group for Customer contacts; a seg...
Guest about 1 year ago in RingCentral Contact Center 0 Under review

Need reports extracted immediately after 00:00 Hrs EST

Currently, we have to wait 5 Hrs. to extract report after 00:00 Hrs. EST to extract reports to get the right data. So, we are extracting reports at 5:00 Hrs. EST for the previous day which is too late. Can this be extracted at 1:00 Hrs. EST with c...
Kushal Ranjan Das 9 months ago in RingCentral Contact Center 1 Future consideration

QM - Editing a Submitted Evaluation

If a user submits an evaluation, and they realize they made a mistake, they must wait for the agent to review the evaluation and ‘Request Review’. A user should be able to ‘edit’ the evaluation form without the agent having to take this step. The ...
Jennifer Lewis almost 2 years ago in RingCentral Contact Center 2 Future consideration