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RingCentral Contact Center

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MAX Agent: Ability to surf an inbox

Would like to have the ability to 'surf' an inbox like we can do in Outlook and other email applications. We know that DFO offers this type of functionality however DFO doesn't offer a CRM integration which we need. We'd like the ability to be abl...
Kaci Joslin 7 months ago in RingCentral Contact Center 0 Under review

Adjust notification noise in MAX Agent

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...
Kaci Joslin 7 months ago in RingCentral Contact Center 0 Under review

MAX Agent: Ability to reply and also forward email

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 ...
Kaci Joslin 7 months ago in RingCentral Contact Center 0 Under review

Create auxiliar status (login time, logged out, lunch, break of the agents)

I need to measure login time, logged out, lunch time, and breaks of the agents
Quality Engines 8 months ago in RingCentral Contact Center 0 Under review

Call Quality Report for Incoming Calls

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
Alexander Calderon about 2 months ago in RingCentral Contact Center 0 New

Max Agent Client - accepting calls dialog box to appear in different area

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
Alexander Calderon about 2 months ago in RingCentral Contact Center 0 New

Email Notification when IVR Phones Are Turned On and Off

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.
Alexander Calderon about 2 months ago in RingCentral Contact Center 0 New

Have a phone number for customers to call for support..... its called customer service

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.
Chris Paxson about 2 months ago in RingCentral Contact Center 0 New

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 over 2 years ago in RingCentral Contact Center 2 Future consideration

WFM Pro - Ability to generate a new schedule for one or selected team members.

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...
John Bruns about 1 year ago in RingCentral Contact Center 0 Future consideration