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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

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

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

CXONE User Access Overview

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/...
David Petersen 4 months ago in RingCentral Contact Center 0 Under review

QM Pro - Ability to see skill on Interaction when evaluating

When performing and evaluation from an Interaction it would be great to see the Skill Name in the Interaction details.
Pete Ingaunis 5 months ago in RingCentral Contact Center 0 Under review

Dashboard: view agents next unavailable status

We would like for our supervisors to have the ability to see what a reps "next status" is set to. For example, if they are on one chat and we are expecting them to be on two chats, it would be helpful to see that they are set to "Unavailable - Lun...
Kaci Joslin 5 months ago in RingCentral Contact Center 0 Under review

MAX Agent Chat: prevent static quick replies from automatically sending once selected

When inserting a Quick Reply into a chat in MAX Agent, if it's not dynamic, once selected the Quick Reply automatically sends without allowing you the ability to make any adjustments (to personalize more for example or to only select a certain lin...
Kaci Joslin 5 months ago in RingCentral Contact Center 0 Under review

MAX Agent chat: prevent chat from auto scrolling when customer is actively typing

When in a chat with a customer, you can't scroll up to view the messages that the customer sent while on hold or earlier in the chat if they are typing a message. When you try, you are consistently forced back to the bottom of the chat where the c...
Kaci Joslin 5 months ago in RingCentral Contact Center 0 Under review

MAX Agent: Customize layout size when taking multiple chats

When working on 2+ chats in MAX Agent, we can't customize the width or size of the windows that appear side by side or the size of the Quick Replies area. We can adjust the browser size completed, but we'd like more customization options to suite ...
Kaci Joslin 5 months ago in RingCentral Contact Center 0 Under review

Allow Agents to Schedule Commitments for Skills Not Assigned to Them

Our Customer Support team is providing support for 10+ product lines and we have ACD skills for each as not all agents are experts in each product area. We'd love for our agents to be able to schedule a commitment for a skill that they aren't assi...
Kaci Joslin 7 months ago in RingCentral Contact Center 0 Under review