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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

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 about 3 years ago in RingCentral Contact Center 0 Future consideration

Music on hold optios

Give users the option of various genres of music, like Apple does, or No music at all so I can concentrate and talk to collegues while holding
Tom Daube about 1 year ago in RingCentral Contact Center 0 Under review

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 about 3 years ago in RingCentral Contact Center 0 Future consideration

RingCentral Contact Centre: MAX Agent Windows Application

Please may we request a Windows Application/Service version of the MAX Agent? The Web Application is problematic for users, particularly those who are remote working on laptops as when agents go on break and the laptop goes to sleep, the MAX Agent...
Fraz Hamid about 1 year ago in RingCentral Contact Center 0 Under review

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 about 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 about 1 year ago in RingCentral Contact Center 0 Under review

Salesforce Adapter does not allow the removal of Mask

The Salesforce adapter is showing the mask option even when it is disabled for the agent. It needs to hide this if it has been disabled in the agent role the way CMax does.
Jacob Beach over 2 years ago in RingCentral Contact Center 0 Future consideration

Quality planner / Scorecard settings - Allow dispute to go to Another person

Quality planner / Scorecard settings - allows the person designing the scorecard to route to evaluator or one specified person. Desired state is to have the ability to route a disputed evaluation to more than one person.
Matthew Walsh over 2 years ago in RingCentral Contact Center 1 Under review