RingCentral Contact Center

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.

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

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.

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.

User rates call at end, we use that to measure quality of support given

Ability to view the total amount of evaluations completed based on the date range entered in Performance Monitoring.

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...

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.

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....

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...