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Omit HTML Code in Microsoft Dynamics Chat Activity

We have an integration with Microsoft Dynamics. When chat transcripts save to our CRM, the chat activity is showing HTML code making it hard to read through the activity. We'd like for the HTML code to not show in our CRM activity to improve reada...
Kaci Joslin 7 months ago in RingCentral Contact Center 0 Under review

Show Message Timestamps in Microsoft Dynamics Chat Transcript

We have an integration with Microsoft Dynamics. When chat transcripts save to our CRM, the chat activity transcript doesn't show timestamps per line. We can see the timestamp in other places but it doesn't follow through into our CRM. Here is what...
Kaci Joslin 7 months ago in RingCentral Contact Center 0 Under review

Attach MAX Agent to RC phone

When you get a call through MAX agent the RC Phone dial pad pops to the front of your open screens, but the MAX agent does not. If the MAX agent was 'glued" to the RC phone, then the user would not have to search for MAX agent. It would pop up wit...
Stephanie Wierman-Johnson 9 months ago in RingCentral Contact Center 0 Under review

Change automatic default skill proficiency level

Currently, when you add skills to an ACD user, the skill is added at a proficiency level 3 by default. You can change it manually but it is not persistent; if you remove the skill and then add it back later it does not remember the previous profic...
Allison Durrell 4 months ago in RingCentral Contact Center 0 Under review

A dashboard widget that shows the percentage of evaluations above, meeting or below compliance rate goal

Gives a great eye view of progress. And from there a filter can reveal who falls were.
Kandace Williams 5 months ago in RingCentral Contact Center 0 Under review

The ability to edit evaluations sent to agents before they are acknowledge/challenged.

Reduce the trunaround time on when the task is completed.
Kandace Williams 5 months ago in RingCentral Contact Center 0 Under review

When evaluating, to have the ability to edit comments, once saved.

Allows evaluators to be more efficient when needing to make an update.
Kandace Williams 5 months ago in RingCentral Contact Center 0 Under review

View Priority Comparison in Minutes

On the ACD skill details tab, I'd like to have an option under 'Priority Comparison' to compare skills using minutes vs. seconds. This is a very insightful tool and I'd like to be able to look at this for different time frames without needing to c...
Kaci Joslin 7 months ago in RingCentral Contact Center 0 Under review

Ability to Distribute all Forms to Evaluators at Once

As a quality manager, I want to kick off a quality plan and distribute all of my forms to evaluators at once. My evaluators schedule blocks of time to complete forms, and would like to work through all of their assigned evaluations in a single day...
Kaci Joslin 7 months ago in RingCentral Contact Center 0 Under review

Ability to Adjust Column Size on ACD Widgets

We'd like to have the ability to adjust the size of the columns in our ACD widgets on our dashboards. Some columns are larger than needed and taking up valuable real estate so we'd like to shrink them down a little.
Kaci Joslin 7 months ago in RingCentral Contact Center 0 Under review