RingCentral Contact Center

For increased security

When scheduling we use filters frequently - but it would be very useful to be able to sort the list of agents in schedule manager alphabetically and sort the schedules by start time.

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...

Please increase the max cap on the following restrictions under Life Cycle Management. + Increase the rule limitations to be more than 10 + Increase the limitation of 10 skills max per rule + Increate the limitation of 15 teams max per rule We are...

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...

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...

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 ...

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...

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...

When an agent transfers a chat to another skill or to another agent directly the customer sees the message "agent has left the chat". Is it possible to not have this show to the customer as it is misleading since there is a transfer is progress an...