RingCentral Contact Center

We'd like to schedule not only ACD reports, but also QM/WFM/other prebuilt reports.

When performing and evaluation from an Interaction it would be great to see the Skill Name in the Interaction details.

When inserting a Quick Reply into a chat in MAX Agent, if it's not dynamic, once selected the Quick Reply automatically sends without allowing you the ability to make any adjustments (to personalize more for example or to only select a certain lin...

When in a chat with a customer, you can't scroll up to view the messages that the customer sent while on hold or earlier in the chat if they are typing a message. When you try, you are consistently forced back to the bottom of the chat where the c...

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...

We like the new report that was added called "BI Access Report" that will help guide us as to how many users can view BI Reports. One thing we would love is some type of access report that would give us when was the last or most recent login date/...

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...

As more and more of our Business Units are moved across to Ring Central/NICE InContact, we are seeing the number of Custom Reports increase, as they are all building their own reports. We currently have 450+. It would therefore be really good if a...

Current size limit is a 30 MB attachment but I have been told it is a 10 MB limit. Increase attachment size to 150 MB to allow for longer recordings to be emailed.

Currently the same interaction can be sent to more than one planner. We need to restrict this so that an interaction will only ever be included in 1 planner when there are multiple planners set up.