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RingCentral Contact Center

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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

RingCentral Contact Center is no longer available in Chrome Store for Extension

RingCentral Contact Center is no longer available in Chrome Store for Extension
Guest over 1 year ago in RingCentral Contact Center 1 Already exists

Allow agents to view their own call logs in the Max Agent

Agents view their own call logs easily in Max. They have access to a couple of calls in the Call History or in Messages. They can't see calls from the previous day or anything like that like they would in the Softphone application.
Guest over 1 year ago in RingCentral Contact Center 1 Already exists

Please add multiple save options once an evaluation is complete.

Presently, the only option is to save and send to agent. It would be helpful to be able to just save to record data or also save and send to manager/supervisor.
Phylicia Clemons 11 months ago in RingCentral Contact Center 1 Future consideration

Analytics for customer support call

User rates call at end, we use that to measure quality of support given
Guest almost 2 years ago in RingCentral Contact Center 1 Already exists

Show the number of evaluations that have been completed in the Performance Monitoring next to the average score.

Ability to view the total amount of evaluations completed based on the date range entered in Performance Monitoring.
Fatima Gonzalez 11 months ago in RingCentral Contact Center 1 Future consideration

Ring Central Support by Phone - Improve Menus

The menuing system for support phone calls is far less than optimal. I have noted that it takes on average, 5 minutes to get past the menus to be queued to talk with someone. I always get an immediate answer when it does queue, so there is no comp...
Mark Santos 11 months ago in RingCentral Contact Center 2 Already exists

On all UI screens make them expand as the available real estate expands.

Almost all CC screens seem to be fixed size and do not expand as I expand the window. This is a common UI/UX feature in modern software.
Will Snyder 11 months ago in RingCentral Contact Center 1 Future consideration

Dialer (PC) removal of records without deactivating an entire list

After I load a list the only way to make a correction is to deactivate the list and reload a new list. It would be nice to have a UI that can be used to remove a record, edit a record (change SCORE),etc....
Will Snyder 11 months ago in RingCentral Contact Center 1 Future consideration

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 almost 2 years ago in RingCentral Contact Center 1 Under review