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RingCentral Contact Center

Showing 342

Automatic Report for users list/extension

Ability to receive an automatic report or weekly report with the information of the users such as Name, Email, and Phone numbers and it will include on the report the changes happen.
Joms Knight about 2 months ago in RingCentral Contact Center 0 New

End recording in MAX without disconnecting

The RC app allows you to record and then stop recording but continue the call. In MAX when you press the record button the only way to stop recording is to disconnect the call. We need to be able to stop recording but continue to talk on the phone...
Brian Bolhuis 15 days ago in RingCentral Contact Center 0 New

Once Global Holiday Hours have been configured in Hours of Operation, it should reflect on all Profile Names instead of having to additionally add the same holidays in each profile.

Each year we have to update our holiday list but it should be only done in one list. A Global Holidiay Hours list was added for our go-live in Contact Center Housrs of Operation with all our holidays; therefre, we should not have to add the same r...
Diane Leslie 3 months ago in RingCentral Contact Center 0 New

OSH Option to only allow 1 live contact method at a time

Within OSH settings, phone calls and chats can be presented at the same time. Can phone calls and chats be considered both live pieces of work and not presented to reps at the same time?
Kaci Joslin over 1 year ago in RingCentral Contact Center 0 Under review

Provide a way to see how many Contac Center Agents are available for a phone call

Currently, we can only see how many agents are logged into the Max Agent, but if they have not properly logged into their phone, they are not available to take calls. Call Center supervisors would like to know how many agents are available to take...
Laura Locher 26 days ago in RingCentral Contact Center 0 New

Extend Expiration Date of Activation Email

It would be great to extend the expiration date of activation email to at least 7 days. So that if I create extensions on Thursday for example then new employees would start on Monday then i don't need to resend activation email again
Guest over 2 years ago in RingCentral Contact Center 0 Future consideration

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 about 1 year ago in RingCentral Contact Center 0 Under review

Unified id for apps in contact center

Please add a global id for agent's in NICE CX-ONE contact center, at the moment ACD uses its own id, WFM has no none, QM has their own but is not the same as in ACD, so we can create a Dashboard that can show results from across apps of an agent o...
Eduardo Rivera 9 months ago in RingCentral Contact Center 0 Under review

do away with Max Agent entirely

do away with Max Agent entirely and have the CC features integrated into the RC apps Extensions and web UI, this will allow seam less integration with the RC features and simplify the end User experience.
Tony Puncher over 2 years ago in RingCentral Contact Center 1 Future consideration

Change agent state through Max Supervisor

When launching supervisor I want the ability to change an agents status for example if I wanted them in available and they were unavailable I can manually change their status for them or vice versa
Guest almost 3 years ago in RingCentral Contact Center 7 Future consideration