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The RingCentral Ideas portal will be offline from February 25 until February 29 while we complete our transition. To learn more about this change, read our announcement in the RingCentral Community.

Coming March 1st: A new & improved Ideas Portal! The Ideas Portal will be under construction and offline February 25th - February 29th. Click here to learn more about this change.

RingCentral Contact Center

Showing 342 of 7576

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 about 2 years ago in RingCentral Contact Center 0 Under review

Contact Center - Disposition Coding Pop Up into window

To ensure the agent is coding the call and not getting lock due to not coding previous call. If the disposition window would pop up into its own window it would be more apparent the coding has not occurred. Reducing the time the agent it stuck bec...
Guest almost 3 years ago in RingCentral Contact Center 1 Future consideration

WFM PRO - Improve Schedule Reporting Process

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 ...
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 about 2 years ago in RingCentral Contact Center 0 Future consideration

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

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 almost 3 years ago in RingCentral Contact Center 0 Future consideration

Allow users to place call on hold to answer second incoming call

We do not have the ability to place an active call on hold to answer the incoming call unless we get up and answer the call on another phone in the office
Ryan Hagenbrok 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 almost 2 years ago in RingCentral Contact Center 1 Under review

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 over 2 years ago in RingCentral Contact Center 0 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 almost 2 years ago in RingCentral Contact Center 0 Future consideration