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RingCentral Contact Center

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Reporting for Contact Center Numbers in RCO

ability to track usage and trends of phone numbers that are assigned to contact center services, today we do not have this ability and cannot monitor usage for CC services easily.
Tim Wilbourn over 1 year ago in RingCentral Contact Center 2 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 2 months ago in RingCentral Contact Center 0 Future consideration

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 7 months ago in RingCentral Contact Center 3 Future consideration

Change agent state through Max Supervisor

When launching supervisor I want the ability to change an agents status for example if I wanted them in available and they were unavailable I can manually change their status for them or vice versa
Guest over 1 year ago in RingCentral Contact Center 3 Future consideration

Audit trail for OB Skill Control

For the Outbound Skill Control in CX1, there should be an audit trail similar to what exists with Skills and Users in User Hub. Currently, Outbound Skill Control has Notifications, but the notes are short-lived and don't provide enough information.
Anthony Cherry about 1 month ago in RingCentral Contact Center 0 Under review

The login page for CXone Call center ringcentral.nice-incontact.com does not support SSO login, please add it

You can access the SSO login by going to https://cxone.niceincontact.com however the SSO login does not appear if you login at ringcentral.nice-incontact.com It should forward you or pop up the SSO page if that is configured on the account. Thanks...
Zach Olsen about 1 month ago in RingCentral Contact Center 0 Under review

More Flexibility in WFM Pro

It recently came to my knowledge that in WFM Daily Rules are suggested to be kept at a 4 hour variable scheduling window. We are a business that supports 36 restaurants. Our call center hours are 6am - 12am and our agents work very flexible hours....
Lindsay Wallace 4 months ago in RingCentral Contact Center 3 Needs more information

Add a filter to the Active Contacts Report in Contact Center

Need to be able to filter the Active Contacts report by skill. We have several VM skills and the managers want to be able to only see the active contacts in the skill they manage to see if there are duplicate VMs in the skill from the same number....
Paul Carmichael 2 months ago in RingCentral Contact Center 1 Under review

QM Forms while Live Monitoring a Call

Would like to assess calls using the forms generated within QM while doing observations while Live Monitoring A call
Guest about 1 year ago in RingCentral Contact Center 0 Under review

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 4 months ago in RingCentral Contact Center 1 Future consideration