RingCentral Contact Center

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

Please may we request a Windows Application/Service version of the MAX Agent? The Web Application is problematic for users, particularly those who are remote working on laptops as when agents go on break and the laptop goes to sleep, the MAX Agent...

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...

Security restrictions be set at a granular level for ACD settings instead of blocking all or nothing (Ex: blocking a team prevents seeing that team in the directory.

Provide the staffing numbers (Scheduled, Required, Variance) by interval in the Intraday Manager down to the WEM skill level. Right now it is useless to me since I have multiple WEM skills across multiple departments.

We need Ring Central to give us the ability to create an independent evaluation not tied to an interaction (call or email) that are sent in RC Contact Center. We need to evaluate live chats and back office items that are not handled in Ring Central.

I would like to hear a ring, buzz or some other sound when our queue reaches a certain number so that I can be alerted if I am not actively looking at my dashboard; when I am working on a task or looking at another screen.

https://na1.nice-incontact.com/login/#/ does not have option to remember username. Login.incontact.com does have remember me option. See attachments.

Our sales team would like the ability to have multiple agents and managers listen to the same active call at the same time for training purposes.

We'd like to have the option to make individual Activity Codes visible or invisible to different access levels. For example, we currently have separate out-of-office Activity Codes for approved time off and unapproved time off. When agents are vie...