RingCentral Contact Center

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

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...

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...

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.

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...

Agents/Supervisors should be able to update their outlook calendar and that then be updated in their my zone schedules (and vice versa)

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.

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....

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.

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...