RingCentral Contact Center

Call comes in for one area of contact center and is assisted. Caller then asks to transfer to another area of contact center for different matter. The second stop on the call cannot currently be marked with a disposition or tag, as the fields are ...

Currently, operational hrs in Admin | Scheduling Unit allows only to 15 min mark; same for WFM | Daily Rules shift start & activity relative start. A 5-minute opening activity is needed to get agents up-and-running to where they can start to t...

When a call arrives in the Contact Centre, there are a few variables that Studio picks up about the incoming call, such as it's ANI, City, State, Country - but for whatever reason, the CNAM (Caller Name) is not captured. I would like to see CNAM b...

A simple but very useful feature to have.

Images go a long way in analyzing reports when presenting data. Especially when multiple points of data is to be entered into a report.

When a calibrator submits their evaluation for a calibration, the calibration form is gone; it can’t be accessed anywhere. We should be able to see the different calibrators forms in the Calibration tool. All we see is the variance. We need to see...

I'd love to be able to share my availability in pre-determined time increments with my clients to schedule from. Having a this tool built in with ring would be a huge time saver for me and most anyone that has to schedule meetings.

Add the ability for the My Zone to see the Customer Info. We have team members that may need to look at their history, and do a call back. Nice to have all in one location for team members.

Currently available reporting for CX1 contact center analytics provide code based detail of call path through the IVR. It would be much more useful to see summary data on the number of calls entering a particular IVR path in a given time frame, th...

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.