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RingCentral Contact Center

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Transfer to user's voicemail without ringing user from contact center

Our organization fields a number of calls that should be sent directly to a user's voicemail. Currently, our contact center agent has to either blind transfer the call to the user, or call them...confirm it's an unwanted call....then ask the user ...
Guest over 1 year ago in RingCentral Contact Center 0 Future consideration

copy schedule without time off copying over

I would like to be able to copy the schedules from one week to another without copying over time off. Just copy underlying schedules.
Guest over 1 year ago in RingCentral Contact Center 0 Future consideration

Have the option to view as another user (security profile)

It would be really useful if as a Super Admin, you had the option to view as another user's security profile. So, rather than having to change your own profile security level, you could view it as someone else, to check they have the correct acces...
Sarah Marshall over 1 year ago in RingCentral Contact Center 0 Future consideration

Reporting for Current Time Zone

Allow for bi reports to run reporting on current user time zone. When call interactions are recorded they are stamped with current time zone. When reporting is ran they are stamped with universal time zone. This is throwing off our QM reporting at...
Guest over 1 year ago in RingCentral Contact Center 1 Future consideration

The ability to set up certain skills/queues from allowing transfers

We have several skills set up that do not have agents assigned to them so we have found several emails have been transferred to skills that don't have any agents. We are having to watch those skills and act if anything gets in there on accident. I...
Guest almost 2 years ago in RingCentral Contact Center 0 Future consideration

QM - Character Limitation

When typing feedback comments in the Evaluation Form, there is a character limitation of 256 characters. It’s important to leave detailed feedback and limiting the characters diminishes the quality of the feedback.
Jennifer Lewis almost 2 years ago in RingCentral Contact Center 1 Future consideration

To allow a user to have the InContact SalesForce agent “lightning” dialer open and functional in multiple Salesforce browser tabs.

When using the SalesForce “Classic” dialer, a user could open a new (Chrome) browser tab with the same Salesforce session, and then open the “Classic” SalesForce Agent InContact dialer on each active Salesforce tab. It is common for our users to o...
Guest about 2 years ago in RingCentral Contact Center 0 Future consideration

Addition to Dynamic Address Book

Agent's utilizing MAX agent address book would like to provide the DID / digital line number for external callers ahead of transferring to the employee.
Omar Hurtado de Mendoza about 2 years ago in RingCentral Contact Center 0 Future consideration

WFM PRO - Improve Schedule Reporting Process

We need to have a better way to understand how many hours for various activity codes team members are scheduled for to be able to include them in grading an Agents performance metrics such as unplanned absences and interactions per scheduled open ...
John Bruns 5 months ago in RingCentral Contact Center 0 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 6 months ago in RingCentral Contact Center 1 Future consideration