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RingCentral Contact Center

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Able to filter on activity type on adherence report

Would like the ability to filter and remove Planned or unplanned activities type from the adherence report. Currently anyone whose schedule is updated with planned/unplanned time out they show as 100% adherence. That gets rolled into the team summ...
Jane Ramirez about 1 month ago in RingCentral Contact Center 0 New

Ability to process deleted pending activities.

Need ability to approve or remove pending deleted activities as an admin. There is a deleted activity sitting in queue. There is no filter to only see active or remove deleted types.
Jane Ramirez about 1 month ago in RingCentral Contact Center 0 New

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 over 1 year ago in RingCentral Contact Center 1 Under review

MAX Agent: Allows agents to create individual Quick Replies

Would like the ability to create personal Quick Replies. As it stands, if we grant someone permission to edit Quick Replies it allows them to edit all Quick Replies. We'd like for our agents to be able to create personal Quick Replies but not have...
Kaci Joslin over 1 year ago in RingCentral Contact Center 0 Under review

WFM - Allow notes from request to appear in the schedule

When team members put in requests, it gives them the option of putting in comments, however from an administrator perspective handling the requests, you only have the ability to hover to see those comments. It would be great to have the option fpr...
John Bruns 7 months ago in RingCentral Contact Center 0 New

Reduce Pulse alert minimum time

Currently in Pulse, the minimum alert time is 30 seconds. This is ~6 rings. If a customer is in queue past 3 rings, often they disconnect. It would be great to have the option to choose shorter (5 seconds if possible). Thanks!
James Specht 7 months ago in RingCentral Contact Center 0 New

Add/remove agents from Teams (Permissions)

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...
Caroline Voigts about 1 year ago in RingCentral Contact Center 0 Under review

New Metric on Reporting to Show Who is Clicking on +1 Contact

We enabled OSH and allow our agents to request more work when able. What we can't see from reporting is how frequently an agent is clicking on the "+1 Contact" to request an additional piece of work. We'd like to have this metric included on a rep...
Kaci Joslin over 1 year ago in RingCentral Contact Center 0 Under review

Integrate Contact center Max client with main Ringcentral App

Would be nice if users that are part of the contact center product would be able to just use their normal ring central client for contact center instead of having a separate app. Seems that integrating the max client into the main ringcentral app ...
Kyle Krenz 3 months ago in RingCentral Contact Center 0 New

View additional metrics without Performance Management add-on

Rep Performance: Support representatives need to have real time access to their performance data and quality management data. I need a dashboard that shows me the number / quantity of contacts I’ve handled and I want to see my quality scores for t...
Kaci Joslin over 1 year ago in RingCentral Contact Center 0 Under review