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RingCentral Contact Center

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Contact Center - Disposition Coding Pop Up into window

To ensure the agent is coding the call and not getting lock due to not coding previous call. If the disposition window would pop up into its own window it would be more apparent the coding has not occurred. Reducing the time the agent it stuck bec...
Guest almost 2 years ago in RingCentral Contact Center 1 Future consideration

QM - Reports – Interaction and Evaluation Date

Please add a differentiator in reporting so that the user can run a report based on the interaction date or the evaluation date.
Jennifer Lewis over 2 years ago in RingCentral Contact Center 1 Future consideration

QM - Editing a Submitted Evaluation

If a user submits an evaluation, and they realize they made a mistake, they must wait for the agent to review the evaluation and ‘Request Review’. A user should be able to ‘edit’ the evaluation form without the agent having to take this step. The ...
Jennifer Lewis over 2 years ago in RingCentral Contact Center 2 Future consideration

Adjust schedules on weekly view to remove employee shifts

When working in the Schedule Manager with a Week view of employee schedules, it does not let me click on a single employee scheduled day to remove or edit it - in order to do so I have to go to the Day view.
Nishant Pyasi 9 months ago in RingCentral Contact Center 1 Future consideration

Can't obtain CDR reports on toll free numbers that have been CCRN'd

We have several toll-free numbers that "point" to the same POC in our contact center platform, so the CDR report on that system is useless for determining which call came in on which toll-free number. On the RingCentral UC side, these calls no lon...
Steve Jones 9 months ago in RingCentral Contact Center 1 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 about 1 year ago in RingCentral Contact Center 1 Future consideration

QM - Bulk Delete Unused Interactions

Deleting unused interactions is time consuming and counter productive. A bulk delete feature would save time and make the process of searching for specific interactions more efficient.
Nancy Fulton about 2 years ago in RingCentral Contact Center 0 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 about 1 year ago in RingCentral Contact Center 0 Future consideration

WFM Pro - Hierarchy View within Schedule Manager

Have the ability to view and drill into scheduling units/groups to select individual team members from multiple teams or groups from the schedule manager view.
John Bruns 10 months ago in RingCentral Contact Center 0 Future consideration

WFM - Add ability to map multiple activity codes in schedule to acd events

When scheduling out activities it is beneficial to be granular with the activity codes to understand where time is being allocated, but for the agents they don't need a long list of status' to cipher through. It would be beneficial to map out mult...
John Bruns 10 months ago in RingCentral Contact Center 0 Future consideration