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RingCentral Contact Center

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Simultaneous Call Queue Overflow to another Simultaneous Call Queue

Within the UC portal, it would be really useful if we can have a Simultaneous Call Queue Overflowing to another Simultaneous Call Queue. Only being able to use Overflow on Rotating Call Queue is very restrictive.
Sarah Marshall over 2 years ago in RingCentral Contact Center 3 Will not implement

CXONE User Access Overview

We like the new report that was added called "BI Access Report" that will help guide us as to how many users can view BI Reports. One thing we would love is some type of access report that would give us when was the last or most recent login date/...
David Petersen 10 months ago in RingCentral Contact Center 0 Under review

MAX Agent: Customize layout size when taking multiple chats

When working on 2+ chats in MAX Agent, we can't customize the width or size of the windows that appear side by side or the size of the Quick Replies area. We can adjust the browser size completed, but we'd like more customization options to suite ...
Kaci Joslin 11 months ago in RingCentral Contact Center 0 Under review

Caution message before closing chat window prompting customer to save chat transcript

Customers have the option to download a chat transcript or have one emailed to them. Many times our customers choose to download the chat transcript but then don't save it before closing the chat window and lose the transcripts. They then need to ...
Kaci Joslin 11 months ago in RingCentral Contact Center 0 Under review

MAX Agent Emails - Increase File Attachment Size

We'd like to be able to attach files over 10 MB to emails in MAX Agent. We have resources that large that we need to be able to send to our customers but we're unable to. When an agent tries, they see the message "Attachment Too Large".
Kaci Joslin 12 months ago in RingCentral Contact Center 0 Under review

ability to lock incoming call pop-up window in a specific location on a specific monitor

We just went live on RC. For the most part, it is a great improvement from the system that we had prior. Each Customer Care agent has 2-3 monitors. The incoming pop-up window appears on which ever monitor they are currently working on. Ideally, th...
Jaysn Meyers 12 months ago in RingCentral Contact Center 0 Under review

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 over 1 year ago in RingCentral Contact Center 3 Future consideration

Disable/Enable 2 Factor Authentication on certain users

It would be useful in a way that we can choose which users can we can disable the 2 Factor Authentication to, this way, we can track and increase security for certain users. This could also ensure that they don't sign in/use the app another device
Franz Ferrey Gesmundo almost 2 years ago in RingCentral Contact Center 0 Under review

Give customers option to only have SLA calculate during business hours

Under the current design, if customer service representatives receive an email on a Friday and leave it in the shared 'Inbox' until Monday, then the SLA is negatively impacted. Request is to give clients the option to exclude weekend / afterhours ...
Annette Fortune almost 2 years ago in RingCentral Contact Center 0 Future consideration

Dashboard availability without logging on

Useful for call centres displaying CC data on tv's around the office, utilising remote computers, Our current set up has a single device in the server room that pushes display out to TV's, this is not accessible by anyone outside of IT, however it...
Tony Puncher about 2 years ago in RingCentral Contact Center 0 Future consideration