RingCentral Contact Center

Allows evaluators to be more efficient when needing to make an update.

If a call is sitting in a queue after a set amount of time, send a pop up to members of the queue letting them know a call is waiting. This would allow agents not activated to jump in and answer the call.

It would be great if the WFM platform allowed us to configure alerts or notifications to be emailed when an agent is not following their schedule. Similar to the queue alerts that can be configured when a queue call arrives but no one is logged in...

In order to maximize our efficiency by analyzing agent performance and our scheduling to better serve our customers, we require enhanced adherence reporting. We require the ability to see: Summarized data by team in addition to by agent (top left ...

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.

Our company has a corporate font. We'd like to be able to set a default font for emails in MAX Agent to align with our companies branding. (we'd like it set to Arial / size: 11)

Would like to assess calls using the forms generated within QM while doing observations while Live Monitoring A call

The system uses the Service level for forecasting and scheduing. However not every business applies the same Service Level calculation. MTVH uses "number of calls answered as a percentage of all calls offered" . It would be a lot better if the com...

I am writing to request a feature for the Ring Central tool that would allow us to report instances of dead air/long pauses during calls. It would be incredibly helpful for our team to have this feature as it would allow us to monitor call quality...

Reduce the trunaround time on when the task is completed.