Skip to Main Content

RingCentral Contact Center

Showing 298

WFM Pro - Ability to edit meetings in bulk

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.
John Bruns 12 months ago in RingCentral Contact Center 0 Future consideration

WFM Pro - Ability to handle multiple requests submitted by an agent for a single day separately.

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...
John Bruns about 1 year ago in RingCentral Contact Center 0 Future consideration

Schedule Prebuilt Reports, and add their data field to "Data Downloads"

Currently there are some prebuilt reports (for example, Schedule Adherence, Evaluations by Team, Evaluation Details) that are incredible useful, but they cannot be schedule and sent via email (or made accessible via data download / cURL) on demand...
Navid Salimian over 1 year ago in RingCentral Contact Center 0 Future consideration

RingCentral Internal Contact Org Chart

An easy-to-use way to navigate through your company's different departments and connect with people. This is especially important when working remote and you need help from a different department and you aren't exactly sure who is around to help. ...
Rob Glascott over 1 year ago in RingCentral Contact Center 2 Already exists

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 almost 2 years ago in RingCentral Contact Center 1 Future consideration

Contact Center - Disposition Coding Pop Up into window

To ensure the agent is coding the call and not getting lock due to not coding previous call. If the disposition window would pop up into its own window it would be more apparent the coding has not occurred. Reducing the time the agent it stuck bec...
Guest about 2 years ago in RingCentral Contact Center 1 Future consideration

QM - Bulk Delete Unused Interactions

Deleting unused interactions is time consuming and counter productive. A bulk delete feature would save time and make the process of searching for specific interactions more efficient.
Nancy Fulton about 2 years ago in RingCentral Contact Center 0 Future consideration

Unified id for apps in contact center

Please add a global id for agent's in NICE CX-ONE contact center, at the moment ACD uses its own id, WFM has no none, QM has their own but is not the same as in ACD, so we can create a Dashboard that can show results from across apps of an agent o...
Eduardo Rivera 3 days ago in RingCentral Contact Center 0 New

QM - Allow the ability to determine who receives an agent's "Request Further Review" rather than all "challenges" assign to one person

Currently, QM "Request Further Review" set up only allows for 1 person to be designated to receive these "challenges" and the only choices are either the original evaluator or one other person (in our case the QM manager) to receive all the reques...
Laurine Vieira 3 months ago in RingCentral Contact Center 0 Under review

Adding 'Favourites' to Custom Reports in NICE InContact

As more and more of our Business Units are moved across to Ring Central/NICE InContact, we are seeing the number of Custom Reports increase, as they are all building their own reports. We currently have 450+. It would therefore be really good if a...
Sarah Marshall 3 months ago in RingCentral Contact Center 2 Under review