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Reporting for Current Time Zone

Allow for bi reports to run reporting on current user time zone. When call interactions are recorded they are stamped with current time zone. When reporting is ran they are stamped with universal time zone. This is throwing off our QM reporting at...
Guest over 1 year ago in RingCentral Contact Center 1 Future consideration

The ability to set up certain skills/queues from allowing transfers

We have several skills set up that do not have agents assigned to them so we have found several emails have been transferred to skills that don't have any agents. We are having to watch those skills and act if anything gets in there on accident. I...
Guest over 1 year ago in RingCentral Contact Center 0 Future consideration

Salesforce Adapter does not allow the removal of Mask

The Salesforce adapter is showing the mask option even when it is disabled for the agent. It needs to hide this if it has been disabled in the agent role the way CMax does.
Jacob Beach about 1 year ago in RingCentral Contact Center 0 Future consideration

Allow agents to place outbound calls in maxagent while on wrap up status

users who make a series of outbound calls have to manually change status from wrap up to another status just to dial another outbound number. It is an unnecessary series of mouse clicks that add up.
Brian Casey 7 months ago in RingCentral Contact Center 1 Future consideration

QM - Calibration Tool - Can't See Calibrator's Forms w/ Comments

When a calibrator submits their evaluation for a calibration, the calibration form is gone; it can’t be accessed anywhere. We should be able to see the different calibrators forms in the Calibration tool. All we see is the variance. We need to see...
Jennifer Lewis over 1 year ago in RingCentral Contact Center 0 Future consideration

QM - Character Limitation

When typing feedback comments in the Evaluation Form, there is a character limitation of 256 characters. It’s important to leave detailed feedback and limiting the characters diminishes the quality of the feedback.
Jennifer Lewis over 1 year ago in RingCentral Contact Center 1 Future consideration

To allow a user to have the InContact SalesForce agent “lightning” dialer open and functional in multiple Salesforce browser tabs.

When using the SalesForce “Classic” dialer, a user could open a new (Chrome) browser tab with the same Salesforce session, and then open the “Classic” SalesForce Agent InContact dialer on each active Salesforce tab. It is common for our users to o...
Guest over 1 year ago in RingCentral Contact Center 0 Future consideration

Ability to select multiple agents in Time Off Management

It would be much faster to be able to add multiple agents for Time Off Management.
Richelle Gatdula 7 months ago in RingCentral Contact Center 1 Future consideration

Addition to Dynamic Address Book

Agent's utilizing MAX agent address book would like to provide the DID / digital line number for external callers ahead of transferring to the employee.
Omar Hurtado de Mendoza over 1 year ago in RingCentral Contact Center 0 Future consideration

Add a field to MaxAgent to paste a phone number to launch a call quickly

We would like to have a field added to MaxAgent so agents can easily paste phone numbers into MaxAgent without other button clicks to make a call. Adding click to dial would be best case.
Jason Uhrinek 7 months ago in RingCentral Contact Center 0 Future consideration