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RingCentral Contact Center

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Streamline Live Monitoring Process and Functionality

The process to live-monitor agents is very frustrating. I must pull up the Supervisor app, search for the agent I want to live-monitor, click the monitor icon, click the voice monitor icon, enter my station ID or phone number, then I receive a pho...
Timothy Larsen 6 months ago in RingCentral Contact Center 4 Under review

Edit Completed Evaluation

My team completes Call Monitoring and its extremely hard to do Call Monitoring in Contact center as you are not able to make an update to a scored evaluation once saved. There is no way to update if a rebuttal is received nor can we do internal QA...
Guest over 1 year ago in RingCentral Contact Center 0 Future consideration

QM - Evaluation Notifications – Need Via Email

When a user submits an evaluation, only the person who was evaluated receives a notification, and it’s via the system, but not via email. I’d like to request that the system email the user an email notification that a new evaluation is ready to re...
Jennifer Lewis over 1 year ago in RingCentral Contact Center 1 Future consideration

Contact Center - Add recordings to a skill without RING Engineering engagement

I would like to be able to create a skill and add recordings to be played (agentless) without engaging Account Leadership and creating a CR and paying for a CR. Give me a simple UI.
Will Snyder 2 months ago in RingCentral Contact Center 0 Under review

We need a contact center admin app for mobile devices

if you are an admin of the contact center, you should be able to login and view the dashboards etc.
Jeffrey Helget 7 months ago in RingCentral Contact Center 1 Future consideration

Simultaneous Call Queue Overflow to another Simultaneous Call Queue

Within the UC portal, it would be really useful if we can have a Simultaneous Call Queue Overflowing to another Simultaneous Call Queue. Only being able to use Overflow on Rotating Call Queue is very restrictive.
Guest over 1 year ago in RingCentral Contact Center 3 Will not implement

Ability to delete evaluations

Quality Monitoring: Ability to delete evaluations without needing the agent to acknowledge the evaluation first.
Fatima Gonzalez 3 months ago in RingCentral Contact Center 0 Under review

Allow users to place call on hold to answer second incoming call

We do not have the ability to place an active call on hold to answer the incoming call unless we get up and answer the call on another phone in the office
Ryan Hagenbrok 3 months ago in RingCentral Contact Center 0 Under review

Dashboard availability without logging on

Useful for call centres displaying CC data on tv's around the office, utilising remote computers, Our current set up has a single device in the server room that pushes display out to TV's, this is not accessible by anyone outside of IT, however it...
Tony Puncher about 1 year ago in RingCentral Contact Center 0 Future consideration

There is no elegant way to transfer to RC Office extensions through the MAX agent

When transferring to RC Office extensions through the MAX agent, you can't search in the company directory to find an extension, but you must scroll through to find the individual and click call. You can’t just enter the extension number and click...
Justin Mead about 1 year ago in RingCentral Contact Center 1 Future consideration