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Update RingCentral agent availability statuses in Salesforce user fields

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...
Guest over 2 years ago in RingCentral Contact Center 1 Under review

Add the comments column in the schedule export report in NiC WFM schedule manager

By adding this column we can improve external reports
Eduardo Rivera over 2 years ago in RingCentral Contact Center 0 Under review

More flexible forecasting options

The forecast is very standard to look at 1, 2, 3 weeks, 1/3/6 months, or a 1 year timeframe, yet schedules only run for 1, 2, 3, or 4 weeks. It doesn't make sense not to allow this to match. When looking at the call history, the lowest option to b...
Cassondra Murray over 1 year ago in RingCentral Contact Center 0 Under review

System should identify schedules needed, instead of me assigning daily/weekly rules

This is the first WFM system I have experienced that does not identify where employees should be scheduled to meet a forecasted pattern. I can make an educated guess to where to place agents, within any range of time, but what a timesaver to be ab...
Cassondra Murray over 1 year ago in RingCentral Contact Center 0 Under review

Request to Restrict Access to Interactions to a Smaller Group than entire a Team or Self

This is specific to QM recording. With a requirement to provide access to only particular team members for training purposes, to live monitor or playback recordings via Interactions, but not grant access to all team members (just those who are tra...
Kathleen Horn over 1 year ago in RingCentral Contact Center 0 Under review

Audit trail for OB Skill Control

For the Outbound Skill Control in CX1, there should be an audit trail similar to what exists with Skills and Users in User Hub. Currently, Outbound Skill Control has Notifications, but the notes are short-lived and don't provide enough information.
Anthony Cherry over 1 year ago in RingCentral Contact Center 1 Under review

The login page for CXone Call center ringcentral.nice-incontact.com does not support SSO login, please add it

You can access the SSO login by going to https://cxone.niceincontact.com however the SSO login does not appear if you login at ringcentral.nice-incontact.com It should forward you or pop up the SSO page if that is configured on the account. Thanks...
Zach Olsen over 1 year ago in RingCentral Contact Center 0 Under review

Add Comment Box to My Tasks Page

We need the Comment box from the Interactions page added to the My Tasks page so that we can see all pertinent notes about the interactions that are assigned to the evaluator without leaving the My Tasks page.
Brenda Orozco over 1 year ago in RingCentral Contact Center 0 Under review

multi

https://www.kixie.com/ Ring Central is better product just have to create a feature and that feature will do the need full as above company product does it nicely. Call 4 numbers and one person answers, the system disconnect the other 3 calls. - (...
Pushpinder Puri over 1 year ago in RingCentral Contact Center 0 Under review

Ability to disable weighted scoring so that multiple scores can be visible

Ability to disable weighted scoring so that multiple scores can be available within a single evaluation, that do not impact each other. Example: A single form that shows two separate scores/rankings by section/category within the same form. A Cust...
Emily Bell over 1 year ago in RingCentral Contact Center 0 Future consideration