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RingCentral Contact Center

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View additional metrics without Performance Management add-on

Rep Performance: Support representatives need to have real time access to their performance data and quality management data. I need a dashboard that shows me the number / quantity of contacts I’ve handled and I want to see my quality scores for t...
Kaci Joslin 3 months ago in RingCentral Contact Center 0 Under review

New Metric on Reporting to Show Who is Clicking on +1 Contact

We enabled OSH and allow our agents to request more work when able. What we can't see from reporting is how frequently an agent is clicking on the "+1 Contact" to request an additional piece of work. We'd like to have this metric included on a rep...
Kaci Joslin 3 months ago in RingCentral Contact Center 0 Under review

Have OSH Omnichannel Settings trump ACD skill assignments

We would like for OSH Omnichannel settings to be honored over skill assignments. We've learned that when someone has omnichannel enabled, with chat or voice set to OFF, they can still receive a transferred chat or phone call. We've been told t...
Kaci Joslin 2 months ago in RingCentral Contact Center 0 Under review

Create auxiliar status (login time, logged out, lunch, break of the agents)

I need to measure login time, logged out, lunch time, and breaks of the agents
Quality Engines about 1 month ago in RingCentral Contact Center 0 Under review

Allow Agents to Schedule Commitments for Skills Not Assigned to Them

Our Customer Support team is providing support for 10+ product lines and we have ACD skills for each as not all agents are experts in each product area. We'd love for our agents to be able to schedule a commitment for a skill that they aren't assi...
Kaci Joslin 3 months ago in RingCentral Contact Center 0 Under review

Add Searchable CRM field on Evaluation Form

As an evaluator completing an evaluation form, I want to be able to see a searchable CRM field on the evaluation form. It's critical that I monitor the case in CRM that corresponds to the interaction. I want to efficiently launch the case, the int...
Kaci Joslin 3 months ago in RingCentral Contact Center 0 Under review

A dashboard widget that shows the percentage of evaluations above, meeting or below compliance rate goal

Gives a great eye view of progress. And from there a filter can reveal who falls were.
Kandace Williams about 1 month ago in RingCentral Contact Center 0 Under review

The ability to edit evaluations sent to agents before they are acknowledge/challenged.

Reduce the trunaround time on when the task is completed.
Kandace Williams about 1 month ago in RingCentral Contact Center 0 Under review

When evaluating, to have the ability to edit comments, once saved.

Allows evaluators to be more efficient when needing to make an update.
Kandace Williams about 1 month ago in RingCentral Contact Center 0 Under review

WFM Pro - ability to schedule breaks /lunches after meetings or other work has been added

To have the option that the automatic scheduler can schedule breaks and lunches after the team has inputted any manual meetings/off phone work. MTVH has a lot of off phone work which is manually scheduled in after the shifts have been scheduled. S...
Caroline Voigts 3 months ago in RingCentral Contact Center 0 Under review