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Header Field Request - Add Customer Phone Number (ANI)

Please add a new header field called Customer Phone Number .
Elizabeth Witte 3 months ago in RingCentral Contact Center 0 Under review

MAX Emails: Keep images in body vs. adding as attachment

Is it possible to have images stay where they were placed in an email? Currently, images are coming through as attachments in MAX. Signatures also often contain images which is adding to the number of attachments making it difficult to sort throug...
Kaci Joslin 5 months ago in RingCentral Contact Center 0 Under review

Reorder Metrics within ACD Widgets

We'd like to have the ability to reorder the metrics displayed within our ACD widgets. Currently, once you select them to be included in a widget you can't reorder them. We find some information more informative that other information and so we'd ...
Kaci Joslin 5 months ago in RingCentral Contact Center 0 Under review

Adjust the Default Subject Line for Emailed Chat Transcripts

When customers choose to have their chat transcript emailed to them after chatting with us the email that they receive has a subject line of "chat transcript" which can't be edited. We'd like to have the ability to customize this so that we can in...
Kaci Joslin 5 months ago in RingCentral Contact Center 0 Under review

Music on hold optios

Give users the option of various genres of music, like Apple does, or No music at all so I can concentrate and talk to collegues while holding
Tom Daube about 2 months ago in RingCentral Contact Center 0 Under review

QM Forms while Live Monitoring a Call

Would like to assess calls using the forms generated within QM while doing observations while Live Monitoring A call
Guest over 1 year ago in RingCentral Contact Center 0 Under review

QM – Evaluation Notifications – More Than One User

When a user submits an evaluation, only the person being evaluated receives the notification via the QM Tool that a new evaluation is ready to review. We should be able to choose additional people to receive a notification, like the agent's superv...
Jennifer Lewis about 2 years ago in RingCentral Contact Center 2 Future consideration

WFM Pro - Schedule generation - Ability to lock in activities when generating schedules

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...
John Bruns 8 months ago in RingCentral Contact Center 0 Future consideration

WFM Pro - Manage Requests Additional Functionality

It would be beneficial if in the manage requests tab, you could sort by any of the columns, in particular the submit date/time to be able to view in ASC order to have the oldest requests at top. Also, being able to see the Team that the agent is a...
John Bruns 8 months ago in RingCentral Contact Center 0 Future consideration

WFM PRO - Ability to Export more future facing data from Intraday manager

Currently can only export a few days into the future to see forecasted volume, staffing. Would be very beneficial to be able to go out at least a week to 4 weeks to be able to see what the next week and month will look like.
John Bruns 6 months ago in RingCentral Contact Center 1 Under review