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RingCentral Contact Center

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https://www.kixie.com/ Ring Central is better product just have to create a feature and that feature will do the need full as above company product does it nicely. Call 4 numbers and one person answers, the system disconnect the other 3 calls. - (...
Pushpinder Puri 9 months ago in RingCentral Contact Center 0 Under review

To allow a user to have the InContact SalesForce agent “lightning” dialer open and functional in multiple Salesforce browser tabs.

When using the SalesForce “Classic” dialer, a user could open a new (Chrome) browser tab with the same Salesforce session, and then open the “Classic” SalesForce Agent InContact dialer on each active Salesforce tab. It is common for our users to o...
Guest over 2 years ago in RingCentral Contact Center 0 Future consideration

Ability to disable weighted scoring so that multiple scores can be visible

Ability to disable weighted scoring so that multiple scores can be available within a single evaluation, that do not impact each other. Example: A single form that shows two separate scores/rankings by section/category within the same form. A Cust...
Emily Bell 9 months ago in RingCentral Contact Center 0 Future consideration

Customize Work Time

Ability to customize what is calculated as "Work Time" using Custom Unavailable Codes that can be designated as included in the work time calculation. We want to allow agents to select custom statuses ( meetings, trainings etc...) that would show ...
Velvet Brown 9 months ago in RingCentral Contact Center 1 Future consideration

Addition to Dynamic Address Book

Agent's utilizing MAX agent address book would like to provide the DID / digital line number for external callers ahead of transferring to the employee.
Omar Hurtado de Mendoza over 2 years ago in RingCentral Contact Center 0 Future consideration

Chat Feature to add to company website

It would be helpful if the chat feature on a companies website would be tied to the phone, that way when someone is off (Do Not Disturb) they would not be in the queue to receive chats.
Lisa Rudisill 10 months ago in RingCentral Contact Center 0 Needs more information

Contact Center - Add recordings to a skill without RING Engineering engagement

I would like to be able to create a skill and add recordings to be played (agentless) without engaging Account Leadership and creating a CR and paying for a CR. Give me a simple UI.
Will Snyder 10 months ago in RingCentral Contact Center 0 Under review

Salesforce Adapter does not allow the removal of Mask

The Salesforce adapter is showing the mask option even when it is disabled for the agent. It needs to hide this if it has been disabled in the agent role the way CMax does.
Jacob Beach over 1 year ago in RingCentral Contact Center 0 Future consideration

Quality planner / Scorecard settings - Allow dispute to go to Another person

Quality planner / Scorecard settings - allows the person designing the scorecard to route to evaluator or one specified person. Desired state is to have the ability to route a disputed evaluation to more than one person.
Matthew Walsh over 1 year ago in RingCentral Contact Center 1 Under review

Quality planner in QM has limitations; unable to select an individual instead of a group.

Quality planner in QM has limitations; unable to select an individual instead of a group. You are unable to create an individual improvement plan for an employee. You only have the option to create plan's for groups. Workaround is cumbersome.
Matthew Walsh over 1 year ago in RingCentral Contact Center 1 Under review