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RingCentral Contact Center

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Show what number your customer is calling with customer number.

It would be extremely useful to see what number our customer dialed to reach us for best marketing research. Would also need to see customer information as well
Guest over 1 year ago in RingCentral Contact Center 1 Future consideration

QM - Calibration Tool - Can't See Calibrator's Forms w/ Comments

When a calibrator submits their evaluation for a calibration, the calibration form is gone; it can’t be accessed anywhere. We should be able to see the different calibrators forms in the Calibration tool. All we see is the variance. We need to see...
Jennifer Lewis almost 2 years ago in RingCentral Contact Center 0 Future consideration

QM - Reports – Only Active Forms Should Display

For reporting, inactive forms shouldn’t be on the drop-down list. This is too many to sort through. Please only reflect Active forms.
Jennifer Lewis almost 2 years ago in RingCentral Contact Center 0 Future consideration

WFM PRO - Ability to Modify forecast without having to regenerate a schedule

It is very frustrating to not be able to modify the forecast without having to re-generate a whole new schedule for that staffing plan to update.
John Bruns 5 months ago in RingCentral Contact Center 2 Future consideration

Please add the Skill Type and the Team to the Interaction Details on the call recording.

This is useful to provide all of the necessary information in one screen. It will also allow these fields to be automatically in the quality monitoring scorecard.
Phylicia Clemons 7 months ago in RingCentral Contact Center 1 Future consideration

Time off Request Annually- to be able to approve without regenerating the schedule and publishing

Time off Approval- being able to request and approve vacation time off yearly. Currently we are not able to approve future request off for employee vacation unless a forecast is generated. We are wanting to be able to approve future dated schedule...
Paige Holley 8 months ago in RingCentral Contact Center 1 Future consideration

Schedule Prebuilt Reports, and add their data field to "Data Downloads"

Currently there are some prebuilt reports (for example, Schedule Adherence, Evaluations by Team, Evaluation Details) that are incredible useful, but they cannot be schedule and sent via email (or made accessible via data download / cURL) on demand...
Navid Salimian 10 months ago in RingCentral Contact Center 0 Future consideration

We need a contact center admin app for mobile devices

if you are an admin of the contact center, you should be able to login and view the dashboards etc.
Jeffrey Helget 11 months ago in RingCentral Contact Center 1 Future consideration

Allow the 'RingCentral App' for Android/iPhone to work as an endpoint (agent leg) in Contact Center

The endpoint/agent leg when using MAX agent with Station ID is limited to deskphone and desktop application only. Please offer greater flexibility by allowing the RingCentral Moble App to work with Contact Center.
James Marshall SA 11 months ago in RingCentral Contact Center 0 Future consideration

Remember Me is missing - Add remember username back to sign in

https://na1.nice-incontact.com/login/#/ does not have option to remember username. Login.incontact.com does have remember me option. See attachments.
Guest over 1 year ago in RingCentral Contact Center 0 Future consideration