RingCentral Contact Center

The endpoint/agent leg when using MAX agent with Station ID is limited to deskphone and desktop application only. Please offer greater flexibility by allowing the RingCentral Moble App to work with Contact Center.

When working in the Schedule Manager with a Week view of employee schedules, it does not let me click on a single employee scheduled day to remove or edit it - in order to do so I have to go to the Day view.

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...

We have several toll-free numbers that "point" to the same POC in our contact center platform, so the CDR report on that system is useless for determining which call came in on which toll-free number. On the RingCentral UC side, these calls no lon...

Give users the option of various genres of music, like Apple does, or No music at all so I can concentrate and talk to collegues while holding

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.

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

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.

Have the ability to view and drill into scheduling units/groups to select individual team members from multiple teams or groups from the schedule manager view.

Quality Monitoring: Ability to delete evaluations without needing the agent to acknowledge the evaluation first.