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RingCentral Contact Center

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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 over 1 year ago in RingCentral Contact Center 4 Already exists

Manage multiple calls on hold

My problem is I am often on one or two calls already. I cannot constantly have the current call interrupted and HAVE to take/respond to the the next call. Many of my calls are from gov officials overseas who are hard to reach. I also do not have t...
Guest over 2 years ago in RingCentral Contact Center 1 Under review

Have the option to view as another user (security profile)

It would be really useful if as a Super Admin, you had the option to view as another user's security profile. So, rather than having to change your own profile security level, you could view it as someone else, to check they have the correct acces...
Sarah Marshall over 2 years ago in RingCentral Contact Center 0 Future consideration

Reporting for Current Time Zone

Allow for bi reports to run reporting on current user time zone. When call interactions are recorded they are stamped with current time zone. When reporting is ran they are stamped with universal time zone. This is throwing off our QM reporting at...
Guest over 2 years ago in RingCentral Contact Center 1 Future consideration

The ability to set up certain skills/queues from allowing transfers

We have several skills set up that do not have agents assigned to them so we have found several emails have been transferred to skills that don't have any agents. We are having to watch those skills and act if anything gets in there on accident. I...
Guest over 2 years ago in RingCentral Contact Center 0 Future consideration

MaxAgent Inbound Call Waiting Alert

I have a small shop, and users go on unavailable but still are on call if the call volume spikes. Such users have to devote desktop space to have a MaxAgent window displayed, and the have to cast eyes on the same. Our last phone system had a setti...
Brian Casey almost 2 years ago in RingCentral Contact Center 0 Under review

Ability to score a call without a call

I have a team that deals with emails and some times calls outside of InContact. I would like a way to manually create a "ghost call" or "interaction" and attach a scorecard to that and score it. Be able to assign that "ghost interaction" to a spec...
Guest over 2 years ago in RingCentral Contact Center 2 Already exists

QM - Character Limitation

When typing feedback comments in the Evaluation Form, there is a character limitation of 256 characters. It’s important to leave detailed feedback and limiting the characters diminishes the quality of the feedback.
Jennifer Lewis almost 3 years ago in RingCentral Contact Center 1 Future consideration

QM - Bonus Point Capability

There is currently no option to set up bonus point questions on the evaluation form. Please update the tool so we can give agents the chance to earn bonus points.
Jennifer Lewis almost 3 years ago in RingCentral Contact Center 0 Under review

QM - Request Further Review - Shouldn't Go Back to the Evaluator

If an agent submits a ‘Request Further Review’, this means they are ‘Challenging’ the score and want it re-reviewed. Currently, the dispute routes back to the Evaluator. This shouldn’t go back to the Evaluator but to a third-party person, like the...
Jennifer Lewis almost 3 years ago in RingCentral Contact Center 0 Future consideration