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RingCentral Contact Center

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Monthly view in schedule manager

Be able to see annual leave and scheduled off phone activities on a monthly basis. Helpful for team leaders and managers to see a snapshot of all agents off within the month.
Natalie Middleton almost 2 years ago in RingCentral Contact Center 0 Future consideration

Show what number your customer is calling with customer number.

It would be extremely useful to see what number our customer dialed to reach us for best marketing research. Would also need to see customer information as well
Guest almost 2 years ago in RingCentral Contact Center 1 Future consideration

Remember Me is missing - Add remember username back to sign in

https://na1.nice-incontact.com/login/#/ does not have option to remember username. Login.incontact.com does have remember me option. See attachments.
Guest over 1 year ago in RingCentral Contact Center 0 Future consideration

Need reports extracted immediately after 00:00 Hrs EST

Currently, we have to wait 5 Hrs. to extract report after 00:00 Hrs. EST to extract reports to get the right data. So, we are extracting reports at 5:00 Hrs. EST for the previous day which is too late. Can this be extracted at 1:00 Hrs. EST with c...
Kushal Ranjan Das about 1 year ago in RingCentral Contact Center 1 Future consideration

QM - Calibration Tool - Can't See Calibrator's Forms w/ Comments

When a calibrator submits their evaluation for a calibration, the calibration form is gone; it can’t be accessed anywhere. We should be able to see the different calibrators forms in the Calibration tool. All we see is the variance. We need to see...
Jennifer Lewis over 2 years ago in RingCentral Contact Center 0 Future consideration

QM - Reports – Only Active Forms Should Display

For reporting, inactive forms shouldn’t be on the drop-down list. This is too many to sort through. Please only reflect Active forms.
Jennifer Lewis over 2 years ago in RingCentral Contact Center 0 Future consideration

Allow RingCentral App to Place Max Agent Calls on Hold

The RingCentral Phone app could place a call taken by the Max Agent on Hold. This feature does not exist with the RingCentral App. The agent must place the call on Hold via the Max Agent. This poses a certain amount of risk if your agent doesn't u...
Jared Pannell about 1 year ago in RingCentral Contact Center 1 Future consideration

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 almost 2 years 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 almost 2 years 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 about 2 years ago in RingCentral Contact Center 0 Future consideration