RingCentral Contact Center

We'd like the ability to adjust the notification alert sounds within MAX Agent. Currently, some reps find the alert alarming, loud and don't care for the tone and would prefer to have options to customize the notification sounds to suite their per...

We'd like the ability to reply to an email but then also forward an email. Within MAX, once you respond or forward the email disappears and you can't take a second action. Our use case for wanting this is so that we could respond to our customers ...

Have a report to understand call quality phone calls coming into IVR. Better understand or be able to search for a contact id and see the quality of the call

Customer service agents get the call prompts in the same area as windows notifications and makes it harder to answer call. Adjusting how many seconds it will appear for call to be accepted

Email notification can be set up when Hours of Operation are changed for Contact Center so that teams can be notified of such changes for awareness.

You need to improve serive. I have questions about adding a line and existing call quality issues but all I can do is talk to a dumb bot.

I need to measure login time, logged out, lunch time, and breaks of the agents

ability to track usage and trends of phone numbers that are assigned to contact center services, today we do not have this ability and cannot monitor usage for CC services easily.

It would be great to be able to have the ability to have the system generate new schedules for one or just selected team members versus having to generate it for the entire scheduling unit each time. This flexibility would be beneficial in instanc...

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 ...