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Update RingCentral agent availability statuses in Salesforce user fields

We distribute new leads to agents within Salesforce using load balancing and availability statuses. Our lead distribution tool can only act on changes to Salesforce fields, however. Currently, we can look at whether an agent is logged into Salesfo...
Guest over 1 year ago in RingCentral Contact Center 0 Under review

Add the comments column in the schedule export report in NiC WFM schedule manager

By adding this column we can improve external reports
Eduardo Rivera over 1 year ago in RingCentral Contact Center 0 Under review

streamline onboarding and activating/deactivating users

On the new employee section have it link to create a station ID, and the City State from the ACD section so that once we activate they are ready to go and when we deactivate we don’t have to do it in 2 places.
Andrew Goudy 10 months ago in RingCentral Contact Center 0 Under review

Teams in Contact Center

Have the ability to see Team that I created or a member of. Often enough, you start a Team, but then Close it to reduce the number of teams in view. If a team has been closed, I do not want to start another Team if I had already created one.
Denise Naeck 10 months ago in RingCentral Contact Center 2 Already exists

Allow agents to place outbound calls in maxagent while on wrap up status

users who make a series of outbound calls have to manually change status from wrap up to another status just to dial another outbound number. It is an unnecessary series of mouse clicks that add up.
Brian Casey 10 months ago in RingCentral Contact Center 1 Future consideration

Need a whisper tone before each call to notify the agent of the skill it is coming in on.

This will allow the agent to greet the customer based on the line of business the the customer is calling in on.
Timothy Larsen 10 months ago in RingCentral Contact Center 3 Already exists

Ability to select multiple agents in Time Off Management

It would be much faster to be able to add multiple agents for Time Off Management.
Richelle Gatdula 11 months ago in RingCentral Contact Center 1 Future consideration

Add a field to MaxAgent to paste a phone number to launch a call quickly

We would like to have a field added to MaxAgent so agents can easily paste phone numbers into MaxAgent without other button clicks to make a call. Adding click to dial would be best case.
Jason Uhrinek 11 months ago in RingCentral Contact Center 0 Future consideration

Max Agent Logout confirmation toggle so you can disable it.

We have users that get calls and voicemails assigned to their custom personal queues and when they logout of MaxAgent for the day and still have calls/voicemails, it asks if they want to reskill them. We want to be able to toggle this so it does n...
Jason Uhrinek 11 months ago in RingCentral Contact Center 1 Future consideration

Quality Planner - Attach Customer Phone Number when account populates under tasks

Currently, to locate a customers account you need to search the Contact ID in interactions to locate the customer phone number. It would expedite the process to have the customer phone number populate as a header as well.
Christina Burris 11 months ago in RingCentral Contact Center 1 Future consideration