RingCentral Contact Center

Currently, I understand you must have edit permission to unlock an employee. I would love to be able to assign Supervisors the ability to invite or unlock agents without giving them access to assign full admin rights to someone.

In MAX, when we transfer an email from one skill to another skill it puts the email to the end of the line. We provide support on around 15 customer support email addresses and there is a need to transfer emails when received in the incorrect inbo...

Currently the same interaction can be sent to more than one planner. We need to restrict this so that an interaction will only ever be included in 1 planner when there are multiple planners set up.

It must be possible to add or remove employees from Teams without the users having to have edit permissions for the employee record. Edit permissions for the employee enable the user to change employee details such as External ID, Role etc., and u...

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...

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 like the new report that was added called "BI Access Report" that will help guide us as to how many users can view BI Reports. One thing we would love is some type of access report that would give us when was the last or most recent login date/...

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...

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...

When performing and evaluation from an Interaction it would be great to see the Skill Name in the Interaction details.