RingCentral Contact Center

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 ...

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...

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...

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...

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...

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...

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...

We'd like to have the ability to adjust the size of the columns in our ACD widgets on our dashboards. Some columns are larger than needed and taking up valuable real estate so we'd like to shrink them down a little.

When an agent transfers a chat to another skill or to another agent directly the customer sees the message "agent has left the chat". Is it possible to not have this show to the customer as it is misleading since there is a transfer is progress an...

We'd like to have the option to note what our actual SLA is on the ACD Service Level widgets that we use on our Dashboards. As it stands it shows us if we're meeting SLA or not and how often but it would be a helpful reminder to show the actual SL...