RingCentral Contact Center

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...

Would like to assess calls using the forms generated within QM while doing observations while Live Monitoring A call

the only way to know how many licenses for contact center you own is to know it, there is no link or report to run. Please add this functionality.

The response area for reply to an email can be expanded, but it is still extremely small. Also when you click the expand button it minimizes when you click out of the box. It needs to be a lot bigger.

Please add a global id for agent's in NICE CX-ONE contact center, at the moment ACD uses its own id, WFM has no none, QM has their own but is not the same as in ACD, so we can create a Dashboard that can show results from across apps of an agent o...

It must be possible to add or remove employees from Teams without the users having to have edit permissions for the employee record. Edit permissions for the employee enable the user to change employee details such as External ID, Role etc., and u...

We are utilizing WFI rules in the Contact Center. Most of our rules are skill based. We'd like to be able to utilize multiple conditions on these rules. This is an option for Agent rules but not skill based rules. The below is an example of the ty...

It would be a huge time saver we would be able to creating recurring meetings from the meeting scheduler and then be able to edit a single occurrence or all occurrences in that series similar to Outlook meetings.

Is there a way to limit a supervisor to only see their team’s when they Launch Supervisor? Currently supervisors see everyone on Claims and Operations and it would help them if they didn’t have all the employees in the list that they weren’t res...

My team completes Call Monitoring and its extremely hard to do Call Monitoring in Contact center as you are not able to make an update to a scored evaluation once saved. There is no way to update if a rebuttal is received nor can we do internal QA...