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RingCentral Contact Center

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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 3 months ago in RingCentral Contact Center 0 Future consideration

RingCentral Internal Contact Org Chart

An easy-to-use way to navigate through your company's different departments and connect with people. This is especially important when working remote and you need help from a different department and you aren't exactly sure who is around to help. ...
Rob Glascott 7 months ago in RingCentral Contact Center 2 Already exists

Integrate RingCentral app with Call Center Phone status

Our Call Center employees are receiving calls on their RingCentral App while on the phone via Call Center MaxAgent. It would be helpful for the RingCentral app to recognize when their line is busy so they don't receive the phone call pop-up from R...
Kimberly Shingle 6 months ago in RingCentral Contact Center 2 Already exists

Add Comment Box to My Tasks Page

We need the Comment box from the Interactions page added to the My Tasks page so that we can see all pertinent notes about the interactions that are assigned to the evaluator without leaving the My Tasks page.
Brenda Orozco about 2 months ago in RingCentral Contact Center 0 Under review

QM – Evaluation Notifications – More Than One User

When a user submits an evaluation, only the person being evaluated receives the notification via the QM Tool that a new evaluation is ready to review. We should be able to choose additional people to receive a notification, like the agent's superv...
Jennifer Lewis over 1 year ago in RingCentral Contact Center 2 Future consideration

I need to be able to pull abandoned calls details on an as-needed basis vs. waiting for a data refresh.

Sales. We call abandoned calls back to sell. If we have to wait hours to get the details, then we risk losing the sale.
Timothy Larsen 7 months ago in RingCentral Contact Center 7 Needs more information

InContact: Copy Holiday Tables

It is so time consuming going through each 'Hours of Operations' Holiday table to set up per calendar year. If there a way to copy a table that would be most efficient.
Shenay Hardeman 7 months ago in RingCentral Contact Center 1 Under review

multi

https://www.kixie.com/ Ring Central is better product just have to create a feature and that feature will do the need full as above company product does it nicely. Call 4 numbers and one person answers, the system disconnect the other 3 calls. - (...
Pushpinder Puri about 2 months ago in RingCentral Contact Center 0 Under review

Ability to disable weighted scoring so that multiple scores can be visible

Ability to disable weighted scoring so that multiple scores can be available within a single evaluation, that do not impact each other. Example: A single form that shows two separate scores/rankings by section/category within the same form. A Cust...
Emily Bell about 2 months ago in RingCentral Contact Center 0 Future consideration

Launch Supervisor - view only team - not entire company

Is there a way to limit a supervisor to only see their team’s when they Launch Supervisor? Currently supervisors see everyone on Claims and Operations and it would help them if they didn’t have all the employees in the list that they weren’t res...
Guest over 1 year ago in RingCentral Contact Center 3 Already exists