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RingCentral Contact Center

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Integrate RingCentral app with Call Center Phone status

Our Call Center employees are receiving calls on their RingCentral App while on the phone via Call Center MaxAgent. It would be helpful for the RingCentral app to recognize when their line is busy so they don't receive the phone call pop-up from R...
Kimberly Shingle 12 months ago in RingCentral Contact Center 2 Already exists

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 about 1 year 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 about 1 year ago in RingCentral Contact Center 1 Under review

Max Call history too short

Max Agent history list is too short and there is visibility to only 2 calls in the history list. We need the history list to be much longer please.
Michael Almaraz about 1 year ago in RingCentral Contact Center 0 Future consideration

Allow Creation of Specified Groups in Contacts

For people who handle multiple functions within their companies, it would be nice to be able to create Contact Listings for specified customers/vendors to help with organization. For example: a segregated contact group for Customer contacts; a seg...
Guest over 1 year ago in RingCentral Contact Center 0 Under review

Max Agent Click to Dial, from Browser/desktop

A simple but very useful feature to have.
Tony Puncher over 1 year ago in RingCentral Contact Center 0 Under review

Monthly view in schedule manager

Be able to see annual leave and scheduled off phone activities on a monthly basis. Helpful for team leaders and managers to see a snapshot of all agents off within the month.
Natalie Middleton over 1 year ago in RingCentral Contact Center 0 Future consideration

Show what number your customer is calling with customer number.

It would be extremely useful to see what number our customer dialed to reach us for best marketing research. Would also need to see customer information as well
Guest over 1 year ago in RingCentral Contact Center 1 Future consideration

Staffing Available for individual WEM Skills

Provide the staffing numbers (Scheduled, Required, Variance) by interval in the Intraday Manager down to the WEM skill level. Right now it is useless to me since I have multiple WEM skills across multiple departments.
Guest almost 2 years ago in RingCentral Contact Center 0 Under review

Audible notification when the queue reaches a certain threshold

I would like to hear a ring, buzz or some other sound when our queue reaches a certain number so that I can be alerted if I am not actively looking at my dashboard; when I am working on a task or looking at another screen.
Guest about 2 years ago in RingCentral Contact Center 1 Already exists