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RingCentral Contact Center

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The ability to edit evaluations sent to agents before they are acknowledge/challenged.

Reduce the trunaround time on when the task is completed.
Kandace Williams 8 months ago in RingCentral Contact Center 0 Under review

When evaluating, to have the ability to edit comments, once saved.

Allows evaluators to be more efficient when needing to make an update.
Kandace Williams 8 months ago in RingCentral Contact Center 0 Under review

Order contacts in the message tab

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Igor Zenyuk 3 months ago in RingCentral Contact Center 0 Under review

Skill Notification History report does not show user who uploaded call list when "auto-start" checkbox is checked.

There is a defect, where the Skill Notification History report does not show the User ID when a skill is started by the auto-start checkbox when uploading a call list. Therefore when reviewing the Skill Notification History report, when auto-star...
5866 - Miguel Martinez 3 months ago in RingCentral Contact Center 0 Under review

Realtime Dashboard Needed For The Agent Summary Report

A realtime dashboard to showcase the exact same metrics the Agent Summary Report Template shows will be helpful to monitor how many inbound and outbound calls each agent has taken so far in that given day, without the need to run that actual repor...
Matthew Sarrell 6 months ago in RingCentral Contact Center 0 Under review

Add contact center licensing in the IC portal

the only way to know how many licenses for contact center you own is to know it, there is no link or report to run. Please add this functionality.
Guest over 2 years ago in RingCentral Contact Center 0 Under review

Change automatic default skill proficiency level

Currently, when you add skills to an ACD user, the skill is added at a proficiency level 3 by default. You can change it manually but it is not persistent; if you remove the skill and then add it back later it does not remember the previous profic...
Allison Durrell 6 months ago in RingCentral Contact Center 0 Under review

To add more than (3) callers in conference call

In existing RC ( MAX agent ) call-flow design, conference room can be connected up to total (3) parties including a host. Request is to add more than three caller’s in conference room and ability to put callers on “HOLD” during the live conference...
Tcs voice2 3 months ago in RingCentral Contact Center 0 Under review

WFM My Zone Intergation with Outlook calendar

Agents/Supervisors should be able to update their outlook calendar and that then be updated in their my zone schedules (and vice versa)
Mo Khan 6 months ago in RingCentral Contact Center 0 Under review

Require additional insight into what an agent is doing when in state Outbound Call in agent state widget

In order to maximize our efficiency and update our staffing levels on the fly to better serve our customers, we require the ability to understand what agents in the Outbound Contact state are doing in real time via the Agent State dashboard. Curre...
Nick George 9 months ago in RingCentral Contact Center 0 Under review