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RingCentral Contact Center

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On all UI screens make them expand as the available real estate expands.

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.
Will Snyder over 1 year ago in RingCentral Contact Center 1 Future consideration

Dialer (PC) removal of records without deactivating an entire list

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....
Will Snyder over 1 year ago in RingCentral Contact Center 1 Future consideration

Be able to book half day annual leave in the Time Off Management Tool

Our staff are able to book future half day annual leave outside of published schedules. The time off management tool only allows us to schedule a full day annual leave for outside of published schedules which we then have to remember to amend afte...
Natalie Middleton over 1 year ago in RingCentral Contact Center 1 Already exists

Be able to book annual leave and TOIL in hours

Our HR system uses hours to book annual leave for part time staff and we are considering utilising this for all employees.
Natalie Middleton over 1 year ago in RingCentral Contact Center 1 Already exists

Contact History report Start Time is an unknown Timezone

Start Time: 3/29/2022 17:54 Why can't all time columns show the timezone or be the same across all platforms. Seriously this is a joke. It is UTC is it MT is it ET.....
Will Snyder over 1 year ago in RingCentral Contact Center 1 Will not implement

In PC Classification 16 ERROR is not a variable in retries (Skill Configuration)

If you can't tell me why CLASS 16 is happening I sure ought to be able to retry the error multiple times. There are probably other classifications not in Retry config so why not get them all in there with this submission.
Will Snyder over 1 year ago in RingCentral Contact Center 0 Will not implement

Give both transferrer's details and the number being transferred to the receiving agent

Currently when a transfer is initiated, the receiving agent only gets info about the incoming consumer number and not about the agent who initiated the transfer. This means that to establish a full transfer to a new agent, it requires additional t...
Liam McCausland over 1 year ago in RingCentral Contact Center 1 Needs more information

Call recording data is IMPOSSIBLE to match between InContact or RingCentral App and our storage

The naming convention between RingCentral app recordings, Archiver, and the files I receive cannot be matched. This will be the fundamental reason we leave RingCentral because recordings are mandatory in our business
Will Snyder over 1 year ago in RingCentral Contact Center 1 Will not implement

IN PC your data does not include Agent Name and ID for all dispositions or classification

The way PC was designed a null value is provided for calls that get handled by the PC. While this seems ok our agents do work before the call is accepted and we need to give them credit for all the attempts that occur
Will Snyder over 1 year ago in RingCentral Contact Center 5 Future consideration

RingCentral and InContact do not share data - InContact (PC) and RingCentral do not share data

While using PC in InContact we have had instances where the RingCentral App drops the connection (Red X in the Connection) drop the PC does not know the agent is not online or does not have a connection and keeps feeding calls to the agent. The ca...
Will Snyder over 1 year ago in RingCentral Contact Center 3 Will not implement