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RingCentral Contact Center

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To allow a user to have the InContact SalesForce agent “lightning” dialer open and functional in multiple Salesforce browser tabs.

When using the SalesForce “Classic” dialer, a user could open a new (Chrome) browser tab with the same Salesforce session, and then open the “Classic” SalesForce Agent InContact dialer on each active Salesforce tab. It is common for our users to o...
Guest almost 3 years ago in RingCentral Contact Center 0 Future consideration

Addition to Dynamic Address Book

Agent's utilizing MAX agent address book would like to provide the DID / digital line number for external callers ahead of transferring to the employee.
Omar Hurtado de Mendoza almost 3 years ago in RingCentral Contact Center 0 Future consideration

Gamification

Gamification across RC products for contact centres and sales teams = Great for productivity + I read somewhere that gamification is worth about 14.4Billion across the globe!
Guest almost 2 years ago in RingCentral Contact Center 1 Under review

Dispositions in Max Agent - Ability to create sub dispositions

We are looking for the ability to create sub dispositions under a disposition. This would give us the ablity to match up from Max Agent to Zoho CRM which we are moving too.
Rich Olson 12 months ago in RingCentral Contact Center 0 Under review

Please add open folder for ringtones. I am getting made fun of in the call center. Thank you!

All available ringtones are annoying. Everyone would love their personal flair.
Harold Arnold about 1 year ago in RingCentral Contact Center 0 Under review

Be able to choose if business name or person name shows in contact list.

Some of my contractors, I would like their business name to show not the contact person at that business.
Barb Berry about 1 year ago in RingCentral Contact Center 0 Under review

Additional field for activity codes to indicate in adherence with Open.

We have many activity codes that are Closed activity codes that agents select placing themselves in an unavailable status. However, we require the ability the track some of these in different manners from a scheduling and adherence perspective. In...
Nick George about 1 year ago in RingCentral Contact Center 0 Under review

Service Level must be counted in the Service Level widget at the time that the call is answered, rather than the time the call is handled.

In order to maximize our efficiency and update our staffing levels on the fly to better serve our customers, we need to see the Service Level updated in real time in the Service Level widget at the time the call is answered rather than at the time...
Nick George about 1 year ago in RingCentral Contact Center 0 Under review

Add ability to display staffing actual to scheduled variance by number instead of color in Schedule Manager

In Schedule Manager in Nice Incontact you are only able to see staffing variances (scheduled to actual) based on color coded staffing ranges. We would prefer to see an actual numerical variance instead.
Nick George about 1 year ago in RingCentral Contact Center 0 Under review

Your directions for, "Setting your presence for desktop and web are wrong. Number 1 says, "Select your profile picture at top right." In recent weeks you did an update and now the Profile picture is at the top left. You might want to update that.

I am a direction follower to a fault and for functionality for new people to RingCentral I feel it is important that the directions for the Support page should be 100% correct.
Kelly- Front Desk about 1 year ago in RingCentral Contact Center 0 Under review