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RingCentral Contact Center

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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 about 1 year ago in RingCentral Contact Center 0 Under review

Add contact center licensing in the IC portal

the only way to know how many licenses for contact center you own is to know it, there is no link or report to run. Please add this functionality.
Guest almost 3 years ago in RingCentral Contact Center 0 Under review

incoming calls sent directly to voicemail

Currently, an agent can be on a call with a customer. When a second call is inbound to that agents direct line or extension, the call that the agent is on gets quiet/muffled and a pop-up for the second inbound call appears. Ideally, the second inb...
Jaysn Meyers about 1 year 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 about 1 year 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 about 1 year 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 about 1 year 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 about 1 year ago in RingCentral Contact Center 0 Under review

Request for dead air/long pauses reporting feature in Ring Central

I am writing to request a feature for the Ring Central tool that would allow us to report instances of dead air/long pauses during calls. It would be incredibly helpful for our team to have this feature as it would allow us to monitor call quality...
Sali Ozkan 8 months ago in RingCentral Contact Center 0 Under review

View Priority Comparison in Minutes

On the ACD skill details tab, I'd like to have an option under 'Priority Comparison' to compare skills using minutes vs. seconds. This is a very insightful tool and I'd like to be able to look at this for different time frames without needing to c...
Kaci Joslin over 1 year ago in RingCentral Contact Center 0 Under review

Ability to Distribute all Forms to Evaluators at Once

As a quality manager, I want to kick off a quality plan and distribute all of my forms to evaluators at once. My evaluators schedule blocks of time to complete forms, and would like to work through all of their assigned evaluations in a single day...
Kaci Joslin over 1 year ago in RingCentral Contact Center 0 Under review