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Allow customization of the DND menu prompt.

When accessing the "dial by name" directory, a press pound statement is required at the end. Press pound is not included in the default announcement and there is no option to add this statement
Jerrold Floyd 6 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 12 months 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 12 months ago in RingCentral Contact Center 0 Under review

Pulse alerts for refused calls or agents in Unavailable: Refused state.

It would be helpful for managers to see in real time when agents are refusing calls or have been in an Unavailable: Refused state especially with teams being remote.
Randi Beckett almost 2 years ago in RingCentral Contact Center 0 Under review

Create additional WFM Prebuilt Reports or Make WFM Data Available in Custom Reporting

Currently we cannot add any WFM related fields (scheduled activity/actual activity/adherence/forecasts) to custom reports, and the prebuilt reports for WFM are very lacking. This makes it extremely difficult to analyze and coach our team. We are r...
Nick George over 1 year ago in RingCentral Contact Center 3 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 about 1 year ago in RingCentral Contact Center 0 Under review

Error message needs to inform error reason for cannot disable user

When disabling a User CC gave me an error without telling my why. The reason ended up being the User was a manager and I needed to remove her from the slot.
Will Snyder 6 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 over 1 year ago in RingCentral Contact Center 1 Under review

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.
Fraz Hamid about 1 year ago in RingCentral Contact Center 0 Under review

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 about 2 years ago in RingCentral Contact Center 0 Under review