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RingCentral Contact Center

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"Rolodex" where you can house all your contacts that the entire company can reference.

Since Ring Central is for calls both incoming and outgoing it would be nice to be able to add contacts that the company uses such as vendors you work with, site contacts, etc.. Currently you can only add "Personal Contacts" which only the user can...
Luis Alvarez about 1 month ago in RingCentral Contact Center 0 Under review

A dashboard widget that shows the percentage of evaluations above, meeting or below compliance rate goal

Gives a great eye view of progress. And from there a filter can reveal who falls were.
Kandace Williams 3 months ago in RingCentral Contact Center 0 Under review

The ability to edit evaluations sent to agents before they are acknowledge/challenged.

Reduce the trunaround time on when the task is completed.
Kandace Williams 3 months ago in RingCentral Contact Center 0 Under review

When evaluating, to have the ability to edit comments, once saved.

Allows evaluators to be more efficient when needing to make an update.
Kandace Williams 3 months ago in RingCentral Contact Center 0 Under review

Allow the '<' symbol to be used in chat and not have it omit text

We want to be able to send the '<' character in a chat without it being looked at as HTML code. When we send the '<' character followed by text immediately, it omits any text that we enter. Some common messages that we send to our customers ...
Kaci Joslin 5 months ago in RingCentral Contact Center 0 Under review

Allow requeued emails to keep their place in the queue

In MAX, when we requeue an email it puts the email to the end of the line. During our busiest season it's not uncommon for us to be 4+ days behind on responding to emails. When someone requeues an email, it could cause serious delays in the custom...
Kaci Joslin 5 months ago in RingCentral Contact Center 0 Under review

Set Max Time Limit on ACD chat skills

We'd like to have the ability to set a wrap up time out on Chat ACD skills. We can set a timeout for phone ACD skills, but not chat. We have the same use case for wanting to limit automatic wrap up time on our chat skills as we do on our phone ski...
Kaci Joslin 5 months ago in RingCentral Contact Center 0 Under review

Omit HTML Code in Microsoft Dynamics Chat Activity

We have an integration with Microsoft Dynamics. When chat transcripts save to our CRM, the chat activity is showing HTML code making it hard to read through the activity. We'd like for the HTML code to not show in our CRM activity to improve reada...
Kaci Joslin 5 months ago in RingCentral Contact Center 0 Under review

Show Message Timestamps in Microsoft Dynamics Chat Transcript

We have an integration with Microsoft Dynamics. When chat transcripts save to our CRM, the chat activity transcript doesn't show timestamps per line. We can see the timestamp in other places but it doesn't follow through into our CRM. Here is what...
Kaci Joslin 5 months ago in RingCentral Contact Center 0 Under review

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 8 months ago in RingCentral Contact Center 0 Future consideration