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RingCentral Contact Center

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Launch Supervisor - view only team - not entire company

Is there a way to limit a supervisor to only see their team’s when they Launch Supervisor? Currently supervisors see everyone on Claims and Operations and it would help them if they didn’t have all the employees in the list that they weren’t res...
Guest over 1 year ago in RingCentral Contact Center 3 Already exists

Request to Restrict Access to Interactions to a Smaller Group than entire a Team or Self

This is specific to QM recording. With a requirement to provide access to only particular team members for training purposes, to live monitor or playback recordings via Interactions, but not grant access to all team members (just those who are tra...
Kathleen Horn 2 months ago in RingCentral Contact Center 0 Under review

Add a filter to the Active Contacts Report in Contact Center

Need to be able to filter the Active Contacts report by skill. We have several VM skills and the managers want to be able to only see the active contacts in the skill they manage to see if there are duplicate VMs in the skill from the same number....
Paul Carmichael 4 months ago in RingCentral Contact Center 1 Under review

I need to be able to pull abandoned calls details on an as-needed basis vs. waiting for a data refresh.

Sales. We call abandoned calls back to sell. If we have to wait hours to get the details, then we risk losing the sale.
Timothy Larsen 8 months ago in RingCentral Contact Center 7 Needs more information

InContact: Copy Holiday Tables

It is so time consuming going through each 'Hours of Operations' Holiday table to set up per calendar year. If there a way to copy a table that would be most efficient.
Shenay Hardeman 9 months ago in RingCentral Contact Center 1 Under review

WFM - Add ability to map multiple activity codes in schedule to acd events

When scheduling out activities it is beneficial to be granular with the activity codes to understand where time is being allocated, but for the agents they don't need a long list of status' to cipher through. It would be beneficial to map out mult...
John Bruns 4 months ago in RingCentral Contact Center 0 Future consideration

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 1 year ago in RingCentral Contact Center 0 Under review

Edit Completed Evaluation

My team completes Call Monitoring and its extremely hard to do Call Monitoring in Contact center as you are not able to make an update to a scored evaluation once saved. There is no way to update if a rebuttal is received nor can we do internal QA...
Guest over 1 year ago in RingCentral Contact Center 0 Future consideration

Dashboard availability without logging on

Useful for call centres displaying CC data on tv's around the office, utilising remote computers, Our current set up has a single device in the server room that pushes display out to TV's, this is not accessible by anyone outside of IT, however it...
Tony Puncher about 1 year ago in RingCentral Contact Center 0 Future consideration

Central Dashboard to allow all employees to view

I would love to see an option created where we can have a link that stays active and allows for us to display our call center dashboards in multiple locations without having to be tied to a log in. Currently the only way we have found to do this i...
Andrew Goudy 7 months ago in RingCentral Contact Center 1 Future consideration