RingCentral Contact Center

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...

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...

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...

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...

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.

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...

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.

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/...