RingCentral Contact Center

Allows evaluators to be more efficient when needing to make an update.

In order to maximize our efficiency by analyzing agent performance and our scheduling to better serve our customers, we require enhanced adherence reporting. We require the ability to see: Summarized data by team in addition to by agent (top left ...

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.

Our company has a corporate font. We'd like to be able to set a default font for emails in MAX Agent to align with our companies branding. (we'd like it set to Arial / size: 11)

The system uses the Service level for forecasting and scheduing. However not every business applies the same Service Level calculation. MTVH uses "number of calls answered as a percentage of all calls offered" . It would be a lot better if the com...

When you get a call through MAX agent the RC Phone dial pad pops to the front of your open screens, but the MAX agent does not. If the MAX agent was 'glued" to the RC phone, then the user would not have to search for MAX agent. It would pop up wit...

We have encountered issues where we have had to make a change to an agents schedule, not realizing that they may have a pending request and unknowingly to us it will then discard that request and we may never see it.

When using the scheduling generation module, have a prompt to select activities that can't be overridden if they have already been added to an agents schedule. Currently it is a shot in the dark if you have to generate a new schedule and get the p...

You can add a meeting for multiple agents at one time, but if you have to modify anything with that meeting, you have to go through and update it one at a time which can be very cumbersome and time consuming.

It would be beneficial and more efficient to be able to handle requests separately in case the response to either approve or deny the request needs to be different based on the request. It would also be nice to correspond with and agent via the re...