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RingCentral Contact Center

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Add skills to dispositions

At the minute when you create a new disposition to add it you have to go to the skill you want it adding to and add it there. If you are only adding 1 disposition and want it adding to all your skills this in incredibly time consuming and ineffici...
Ben Anderson 10 months ago in RingCentral Contact Center 0 Under review

Remember Me is missing - Add remember username back to sign in

https://na1.nice-incontact.com/login/#/ does not have option to remember username. Login.incontact.com does have remember me option. See attachments.
Guest over 2 years ago in RingCentral Contact Center 0 Future consideration

Call Quality Report for Incoming Calls

Have a report to understand call quality phone calls coming into IVR. Better understand or be able to search for a contact id and see the quality of the call
Alexander Calderon 10 months ago in RingCentral Contact Center 0 Under review

Max Agent Client - accepting calls dialog box to appear in different area

Customer service agents get the call prompts in the same area as windows notifications and makes it harder to answer call. Adjusting how many seconds it will appear for call to be accepted
Alexander Calderon 10 months ago in RingCentral Contact Center 0 Under review

Email Notification when IVR Phones Are Turned On and Off

Email notification can be set up when Hours of Operation are changed for Contact Center so that teams can be notified of such changes for awareness.
Alexander Calderon 10 months ago in RingCentral Contact Center 0 Under review

Adjust schedules on weekly view to remove employee shifts

When working in the Schedule Manager with a Week view of employee schedules, it does not let me click on a single employee scheduled day to remove or edit it - in order to do so I have to go to the Day view.
Nishant Pyasi over 1 year ago in RingCentral Contact Center 1 Future consideration

Can't obtain CDR reports on toll free numbers that have been CCRN'd

We have several toll-free numbers that "point" to the same POC in our contact center platform, so the CDR report on that system is useless for determining which call came in on which toll-free number. On the RingCentral UC side, these calls no lon...
Steve Jones over 1 year ago in RingCentral Contact Center 1 Future consideration

Add the ability for multiple extension to listen to the same call simultaniously

Our sales team would like the ability to have multiple agents and managers listen to the same active call at the same time for training purposes.
Robie Mays over 2 years ago in RingCentral Contact Center 1 Under review

Add an option to make Activity Codes invisible to agents.

We'd like to have the option to make individual Activity Codes visible or invisible to different access levels. For example, we currently have separate out-of-office Activity Codes for approved time off and unapproved time off. When agents are vie...
Guest over 2 years ago in RingCentral Contact Center 0 Under review

WFM Pro - Hierarchy View within Schedule Manager

Have the ability to view and drill into scheduling units/groups to select individual team members from multiple teams or groups from the schedule manager view.
John Bruns over 1 year ago in RingCentral Contact Center 0 Future consideration