Skip to Main Content

RingCentral Contact Center

Showing 284 of 5546

MAX Agent chat: prevent chat from auto scrolling when customer is actively typing

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...
Kaci Joslin 5 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 6 months 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 7 months ago in RingCentral Contact Center 0 Under review

WFM Pro - Able to sort the schedule by agent/start time

When scheduling we use filters frequently - but it would be very useful to be able to sort the list of agents in schedule manager alphabetically and sort the schedules by start time.
Caroline Voigts 7 months ago in RingCentral Contact Center 0 Under review

WFM Pro - Ability to generate a new schedule for one or selected team members.

It would be great to be able to have the ability to have the system generate new schedules for one or just selected team members versus having to generate it for the entire scheduling unit each time. This flexibility would be beneficial in instanc...
John Bruns 10 months ago in RingCentral Contact Center 0 Future consideration

Simultaneous Call Queue Overflow to another Simultaneous Call Queue

Within the UC portal, it would be really useful if we can have a Simultaneous Call Queue Overflowing to another Simultaneous Call Queue. Only being able to use Overflow on Rotating Call Queue is very restrictive.
Sarah Marshall about 2 years ago in RingCentral Contact Center 3 Will not implement

CXONE User Access Overview

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/...
David Petersen 4 months ago in RingCentral Contact Center 0 Under review

MAX Agent: Customize layout size when taking multiple chats

When working on 2+ chats in MAX Agent, we can't customize the width or size of the windows that appear side by side or the size of the Quick Replies area. We can adjust the browser size completed, but we'd like more customization options to suite ...
Kaci Joslin 5 months ago in RingCentral Contact Center 0 Under review

MAX Agent Emails - Increase File Attachment Size

We'd like to be able to attach files over 10 MB to emails in MAX Agent. We have resources that large that we need to be able to send to our customers but we're unable to. When an agent tries, they see the message "Attachment Too Large".
Kaci Joslin 6 months ago in RingCentral Contact Center 0 Under review

Can a feature be created where we can allow grace periods for different activities so that an agent's schedule adherence won't be heavily impacted if they are on a call and are having to take their break or lunch later than scheduled.

Schedule adherence is one of our agent goals and agents should not be penalized for taking their break or lunch later than scheduled because they are stuck on a call. Adding a grace period would help.
Richelle Gatdula about 1 year ago in RingCentral Contact Center 3 Future consideration