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RingCentral Contact Center

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RingCentral Contact Centre: Support for Smartphone and Mobile Phone divert

Since the pandemic, one of our contact centres has moved to hybrid working. Agents would like to be able to make and take contact centre calls on their mobile phones, which is currently not supported.
Wickes Building Supplies Ltd 2 months ago in RingCentral Contact Center 0 Under review

View Priority Comparison in Minutes

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...
Kaci Joslin 5 months ago in RingCentral Contact Center 0 Under review

Ability to Distribute all Forms to Evaluators at Once

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...
Kaci Joslin 5 months ago in RingCentral Contact Center 0 Under review

Ability to Adjust Column Size on ACD Widgets

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.
Kaci Joslin 5 months ago in RingCentral Contact Center 0 Under review

Do not Display the 'agent has left the chat' Message on Chat Transfers

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...
Kaci Joslin 5 months ago in RingCentral Contact Center 0 Under review

Add Actual SLA to SLA ACD Widget on Dashboard

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...
Kaci Joslin 5 months ago in RingCentral Contact Center 0 Under review

MAX Agent Email: 'System' Font is the Default Font but Not an Option to Select in Email

Email's come into MAX Agent with a 'system' font however that is not a selectable font while you are working in the email. Currently, you only get 5 font choices and system isn't one of them. If I copy/paste something it only offers to paste it as...
Kaci Joslin 5 months ago in RingCentral Contact Center 0 Under review

Exclude System Generated Messages in Chat Transcript

We'd like to have all of the system generated messages excluded from chat transcripts. If a customer is waiting for an agent to become available for a while they will see several rounds of "please hold" and "your next in line" type messaging. Whil...
Kaci Joslin 5 months ago in RingCentral Contact Center 0 Under review

Pre-Chat Survey Email Address Field Applied to Chat Transcript

With our current set up, customer enter their email address into the pre-chat survey. After their chat concludes they get the option to download the chat transcript or to have it emailed to them. They are required to re-enter their email address i...
Kaci Joslin 5 months ago in RingCentral Contact Center 0 Under review

Attach MAX Agent to RC phone

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...
Stephanie Wierman-Johnson 7 months ago in RingCentral Contact Center 0 Under review