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RingCentral Contact Center

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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 2 years 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 2 years ago in RingCentral Contact Center 1 Future consideration

Streamline Live Monitoring Process and Functionality

The process to live-monitor agents is very frustrating. I must pull up the Supervisor app, search for the agent I want to live-monitor, click the monitor icon, click the voice monitor icon, enter my station ID or phone number, then I receive a pho...
Timothy Larsen almost 2 years ago in RingCentral Contact Center 4 Under review

Record voice then Play it during a live call

Is there a way to Record voice then Play it during a live call like as for opening and/or closing spiel? If not, this is a good idea similar to Avaya voice recording/play
Bernard Bacharpa about 1 year ago in RingCentral Contact Center 0 Under review

Add the ability to view attachments/images on all email contacts within Interactions

The Interactions application is wht drives your Quality Managment platform. In order to audit the email interaction, you need to be able to see all images and documents that were attached to that email. The only way to view those images and docume...
Rick Bickle about 1 year ago in RingCentral Contact Center 0 Under review

Call Quality Report for Incoming Calls

Have a report to understand call quality phone calls coming into IVR. Better understand or be able to search for a contact id and see the quality of the call
Alexander Calderon 8 months ago in RingCentral Contact Center 0 Under review

Max Agent Client - accepting calls dialog box to appear in different area

Customer service agents get the call prompts in the same area as windows notifications and makes it harder to answer call. Adjusting how many seconds it will appear for call to be accepted
Alexander Calderon 8 months ago in RingCentral Contact Center 0 Under review

Email Notification when IVR Phones Are Turned On and Off

Email notification can be set up when Hours of Operation are changed for Contact Center so that teams can be notified of such changes for awareness.
Alexander Calderon 8 months ago in RingCentral Contact Center 0 Under review

We need a contact center admin app for mobile devices

if you are an admin of the contact center, you should be able to login and view the dashboards etc.
Jeffrey Helget almost 2 years ago in RingCentral Contact Center 1 Future consideration

MAX Agent: Hold Place in Line if Customer opts to Transition from Chat to Email

In our chat we present the following message after a customer sits on hold for 10 minutes "We're sorry for the wait, all of our agents are currently busy assisting other customers. Please continue to hold or leave a message with our Customer Suppo...
Kaci Joslin over 1 year ago in RingCentral Contact Center 0 Under review