RingCentral Contact Center

Allow for bi reports to run reporting on current user time zone. When call interactions are recorded they are stamped with current time zone. When reporting is ran they are stamped with universal time zone. This is throwing off our QM reporting at...

We have several skills set up that do not have agents assigned to them so we have found several emails have been transferred to skills that don't have any agents. We are having to watch those skills and act if anything gets in there on accident. I...

When typing feedback comments in the Evaluation Form, there is a character limitation of 256 characters. It’s important to leave detailed feedback and limiting the characters diminishes the quality of the feedback.

When using the SalesForce “Classic” dialer, a user could open a new (Chrome) browser tab with the same Salesforce session, and then open the “Classic” SalesForce Agent InContact dialer on each active Salesforce tab. It is common for our users to o...

Agent's utilizing MAX agent address book would like to provide the DID / digital line number for external callers ahead of transferring to the employee.

The Salesforce adapter is showing the mask option even when it is disabled for the agent. It needs to hide this if it has been disabled in the agent role the way CMax does.

Ability to disable weighted scoring so that multiple scores can be available within a single evaluation, that do not impact each other. Example: A single form that shows two separate scores/rankings by section/category within the same form. A Cust...

Ability to customize what is calculated as "Work Time" using Custom Unavailable Codes that can be designated as included in the work time calculation. We want to allow agents to select custom statuses ( meetings, trainings etc...) that would show ...

Presently, the only option is to save and send to agent. It would be helpful to be able to just save to record data or also save and send to manager/supervisor.

Ability to view the total amount of evaluations completed based on the date range entered in Performance Monitoring.