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RingCentral Contact Center

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Reporting for Contact Center Numbers in RCO

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.
Tim Wilbourn about 3 years ago in RingCentral Contact Center 2 Future consideration

Add Searchable CRM field on Evaluation Form

As an evaluator completing an evaluation form, I want to be able to see a searchable CRM field on the evaluation form. It's critical that I monitor the case in CRM that corresponds to the interaction. I want to efficiently launch the case, the int...
Kaci Joslin over 1 year ago in RingCentral Contact Center 0 Under review

WFM Pro - ability to schedule breaks /lunches after meetings or other work has been added

To have the option that the automatic scheduler can schedule breaks and lunches after the team has inputted any manual meetings/off phone work. MTVH has a lot of off phone work which is manually scheduled in after the shifts have been scheduled. S...
Caroline Voigts over 1 year ago in RingCentral Contact Center 0 Under review

WFM Pro - Meeting Scheduler - Recurring Meetings

It would be a huge time saver we would be able to creating recurring meetings from the meeting scheduler and then be able to edit a single occurrence or all occurrences in that series similar to Outlook meetings.
John Bruns over 1 year ago in RingCentral Contact Center 0 Future consideration

Increase size limit of email attachments from NICE/Contact Center

Current size limit is a 30 MB attachment but I have been told it is a 10 MB limit. Increase attachment size to 150 MB to allow for longer recordings to be emailed.
Nathan LaRose over 1 year ago in RingCentral Contact Center 0 Under review

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 about 1 year ago in RingCentral Contact Center 0 Under review

Have OSH Omnichannel Settings trump ACD skill assignments

We would like for OSH Omnichannel settings to be honored over skill assignments. We've learned that when someone has omnichannel enabled, with chat or voice set to OFF, they can still receive a transferred chat or phone call. We've been told t...
Kaci Joslin about 1 year 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 about 1 year 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 about 1 year ago in RingCentral Contact Center 0 Under review

Quality Planner - send an interaction to 1 planner only

Currently the same interaction can be sent to more than one planner. We need to restrict this so that an interaction will only ever be included in 1 planner when there are multiple planners set up.
Kim Landry 11 months ago in RingCentral Contact Center 0 Under review