Skip to Main Content

RingCentral Contact Center

Showing 224 of 4204

MAX Custom Phone Directory Improvements

MAX can create custom phone directories today, but is missing some important features. End-users should be able to add their own custom phone directory, for their own contacts (An administrator can add these today and assign it directly to that ag...
Anthony Roberts about 2 months ago in RingCentral Contact Center 0 Under review

Additional field for activity codes to indicate in adherence with Open.

We have many activity codes that are Closed activity codes that agents select placing themselves in an unavailable status. However, we require the ability the track some of these in different manners from a scheduling and adherence perspective. In...
Nick George about 1 month ago in RingCentral Contact Center 0 Under review

Service Level must be counted in the Service Level widget at the time that the call is answered, rather than the time the call is handled.

In order to maximize our efficiency and update our staffing levels on the fly to better serve our customers, we need to see the Service Level updated in real time in the Service Level widget at the time the call is answered rather than at the time...
Nick George about 1 month ago in RingCentral Contact Center 0 Under review

Require additional insight into what an agent is doing when in state Outbound Call in agent state widget

In order to maximize our efficiency and update our staffing levels on the fly to better serve our customers, we require the ability to understand what agents in the Outbound Contact state are doing in real time via the Agent State dashboard. Curre...
Nick George about 1 month ago in RingCentral Contact Center 0 Under review

Additional Adherence Reporting is required in Nice InContact Contact Center

In order to maximize our efficiency by analyzing agent performance and our scheduling to better serve our customers, we require enhanced adherence reporting. We require the ability to see: Summarized data by team in addition to by agent (top left ...
Nick George about 1 month ago in RingCentral Contact Center 0 Under review

Require additional customization of dashboards in Nice InContact Contact Center

In order to maximize our efficiency and update our staffing levels on the fly to better serve our customers, we require the ability to see average handle time, average speed of answer, and total calls by agent in real time in a widget on the dashb...
Nick George about 1 month ago in RingCentral Contact Center 0 Under review

Add ability to display staffing actual to scheduled variance by number instead of color in Schedule Manager

In Schedule Manager in Nice Incontact you are only able to see staffing variances (scheduled to actual) based on color coded staffing ranges. We would prefer to see an actual numerical variance instead.
Nick George about 1 month ago in RingCentral Contact Center 0 Under review

Sort options for Real Time and Schedule Manager

Would be convenient to be able to sort by any chosen column in Real Time and Schedule Manager screens.
Cassondra Murray 2 months ago in RingCentral Contact Center 0 Under review

WFM Pro - Manage Requests Additional Functionality

It would be beneficial if in the manage requests tab, you could sort by any of the columns, in particular the submit date/time to be able to view in ASC order to have the oldest requests at top. Also, being able to see the Team that the agent is a...
John Bruns 4 months ago in RingCentral Contact Center 0 Future consideration

WFM Pro - Ability to edit meetings in bulk

You can add a meeting for multiple agents at one time, but if you have to modify anything with that meeting, you have to go through and update it one at a time which can be very cumbersome and time consuming.
John Bruns 4 months ago in RingCentral Contact Center 0 Future consideration