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Quality planner - add custom fields for headers

Adding custom fields for headers would significantly speed up the evaluation process. In our case, for example, we want to bring in business data - we have Ticket ID number from Zendesk.
Michelle Sterzovsky 10 months ago in RingCentral Contact Center 0 Under review

Disable automatic playing of call recordings when clicking on the interaction

When a popup with the interaction recording open, from "Interactions", it automatically starts playing. When evaluating calls, evaluators need to quickly press pause. Default when opening the popup should be to have to press play to listen to the ...
Michelle Sterzovsky 10 months ago in RingCentral Contact Center 0 Under review

Make a customer service phone number on your website obvious

It'd benefit everyone because we could actually get through to a real person in a timely fashion
Michael Martin 11 months ago in RingCentral Contact Center 0 Under review

RingCentral and InContact do not share data - IVR with Extension failure

We set-up our IVR with the ability to have callers auto route to an EXT in RING App. If the caller miss-types the EXT the connection fails and hangs up on the caller
Will Snyder almost 2 years ago in RingCentral Contact Center 3 Already exists

copy schedule without time off copying over

I would like to be able to copy the schedules from one week to another without copying over time off. Just copy underlying schedules.
Guest over 2 years ago in RingCentral Contact Center 0 Future consideration

Need reports extracted immediately after 00:00 Hrs EST

Currently, we have to wait 5 Hrs. to extract report after 00:00 Hrs. EST to extract reports to get the right data. So, we are extracting reports at 5:00 Hrs. EST for the previous day which is too late. Can this be extracted at 1:00 Hrs. EST with c...
Kushal Ranjan Das almost 2 years ago in RingCentral Contact Center 1 Future consideration

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

Secure IVR credentials

We need the ability to securely encrypt credentials within IVR scripts that access backend data systems.
Clark Bergholtz 11 months ago in RingCentral Contact Center 0 Under review

Re-route committed callbacks to the skill, or to agent at a later date

Currently, if an agent has a commitment scheduled for themselves (and not their skill), and they're unavailable to take the call at the committed time, the commitment will be broken and the customer will not receive a call. Instead, the commitment...
Michelle Sterzovsky 11 months ago in RingCentral Contact Center 0 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