RingCentral Contact Center

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...

For the Outbound Skill Control in CX1, there should be an audit trail similar to what exists with Skills and Users in User Hub. Currently, Outbound Skill Control has Notifications, but the notes are short-lived and don't provide enough information.

You can access the SSO login by going to https://cxone.niceincontact.com however the SSO login does not appear if you login at ringcentral.nice-incontact.com It should forward you or pop up the SSO page if that is configured on the account. Thanks...

Quality planner / Scorecard settings - allows the person designing the scorecard to route to evaluator or one specified person. Desired state is to have the ability to route a disputed evaluation to more than one person.

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.

We need the Comment box from the Interactions page added to the My Tasks page so that we can see all pertinent notes about the interactions that are assigned to the evaluator without leaving the My Tasks page.

https://www.kixie.com/ Ring Central is better product just have to create a feature and that feature will do the need full as above company product does it nicely. Call 4 numbers and one person answers, the system disconnect the other 3 calls. - (...

I would like to be able to create a skill and add recordings to be played (agentless) without engaging Account Leadership and creating a CR and paying for a CR. Give me a simple UI.

We distribute new leads to agents within Salesforce using load balancing and availability statuses. Our lead distribution tool can only act on changes to Salesforce fields, however. Currently, we can look at whether an agent is logged into Salesfo...

By adding this column we can improve external reports