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Quality Evaluation - ability to update / delete comments

When completing an evaluation, if you add a comment beside a specific questions / component, once it is added you cannot update or delete it. The only way to fix is to override with another comment. In addition, after saving an evaluation as a Dra...
Kim Landry 3 months ago in RingCentral Contact Center 0 Under review

Present most recent reply to email thread first

It's not uncommon for us to receive 5+ email replies to a single email thread. Sometimes this happens because multiple senders are sending a response and sometimes a customer might be circling back if they haven't received a reply from us in a qui...
Kaci Joslin 7 months ago in RingCentral Contact Center 0 Under review

New Metric on Reporting to Show Who is Clicking on +1 Contact

We enabled OSH and allow our agents to request more work when able. What we can't see from reporting is how frequently an agent is clicking on the "+1 Contact" to request an additional piece of work. We'd like to have this metric included on a rep...
Kaci Joslin 7 months ago in RingCentral Contact Center 0 Under review

QM - Evaluation Notifications – Need Via Email

When a user submits an evaluation, only the person who was evaluated receives a notification, and it’s via the system, but not via email. I’d like to request that the system email the user an email notification that a new evaluation is ready to re...
Jennifer Lewis over 2 years ago in RingCentral Contact Center 1 Future consideration

View additional metrics without Performance Management add-on

Rep Performance: Support representatives need to have real time access to their performance data and quality management data. I need a dashboard that shows me the number / quantity of contacts I’ve handled and I want to see my quality scores for t...
Kaci Joslin 7 months ago in RingCentral Contact Center 0 Under review

WFM Pro - Ability for skills in ACD module and WFM skills to sync.

It would be great for staffing and data integrity, if when an agents skills are updated in the ACD module, that would get reflected in what WEM Skills that they are associated with so that if they get added/removed from the skills that the system ...
John Bruns 10 months ago in RingCentral Contact Center 0 Future consideration

QM Forms while Live Monitoring a Call

Would like to assess calls using the forms generated within QM while doing observations while Live Monitoring A call
Guest over 1 year ago in RingCentral Contact Center 0 Under review

Add contact center licensing in the IC portal

the only way to know how many licenses for contact center you own is to know it, there is no link or report to run. Please add this functionality.
Guest about 2 years ago in RingCentral Contact Center 0 Under review

MAX Agent: Allows agents to create individual Quick Replies

Would like the ability to create personal Quick Replies. As it stands, if we grant someone permission to edit Quick Replies it allows them to edit all Quick Replies. We'd like for our agents to be able to create personal Quick Replies but not have...
Kaci Joslin 5 months ago in RingCentral Contact Center 0 Under review

WFI Rules: Apply multiple conditions to skill based rules

We are utilizing WFI rules in the Contact Center. Most of our rules are skill based. We'd like to be able to utilize multiple conditions on these rules. This is an option for Agent rules but not skill based rules. The below is an example of the ty...
Kaci Joslin 6 months ago in RingCentral Contact Center 0 Under review