Skip to Main Content

RingCentral Contact Center

Showing 249

OSH Option to only allow 1 live contact method at a time

Within OSH settings, phone calls and chats can be presented at the same time. Can phone calls and chats be considered both live pieces of work and not presented to reps at the same time?
Kaci Joslin 28 days ago in RingCentral Contact Center 0 Under review

QM Pro - Ability to see skill on Interaction when evaluating

When performing and evaluation from an Interaction it would be great to see the Skill Name in the Interaction details.
Pete Ingaunis 21 days ago in RingCentral Contact Center 0 Under review

RingCentral Contact Centre: MAX Agent Windows Application

Please may we request a Windows Application/Service version of the MAX Agent? The Web Application is problematic for users, particularly those who are remote working on laptops as when agents go on break and the laptop goes to sleep, the MAX Agent...
Wickes Building Supplies Ltd 4 days ago in RingCentral Contact Center 0 Under review

MAX Agent: Ability to surf an inbox

Would like to have the ability to 'surf' an inbox like we can do in Outlook and other email applications. We know that DFO offers this type of functionality however DFO doesn't offer a CRM integration which we need. We'd like the ability to be abl...
Kaci Joslin 20 days ago in RingCentral Contact Center 0 Under review

MAX Agent: Customize layout size when taking multiple chats

When working on 2+ chats in MAX Agent, we can't customize the width or size of the windows that appear side by side or the size of the Quick Replies area. We can adjust the browser size completed, but we'd like more customization options to suite ...
Kaci Joslin 21 days ago in RingCentral Contact Center 0 Under review

Caution message before closing chat window prompting customer to save chat transcript

Customers have the option to download a chat transcript or have one emailed to them. Many times our customers choose to download the chat transcript but then don't save it before closing the chat window and lose the transcripts. They then need to ...
Kaci Joslin 21 days ago in RingCentral Contact Center 0 Under review

Adjust notification noise in MAX Agent

We'd like the ability to adjust the notification alert sounds within MAX Agent. Currently, some reps find the alert alarming, loud and don't care for the tone and would prefer to have options to customize the notification sounds to suite their per...
Kaci Joslin 21 days ago in RingCentral Contact Center 0 Under review

MAX Agent: Ability to reply and also forward email

We'd like the ability to reply to an email but then also forward an email. Within MAX, once you respond or forward the email disappears and you can't take a second action. Our use case for wanting this is so that we could respond to our customers ...
Kaci Joslin 21 days ago in RingCentral Contact Center 0 Under review

MAX Agent: Allows agents to create individual Quick Replies

Would like the ability to create personal Quick Replies. As it stands, if we grant someone permission to edit Quick Replies it allows them to edit all Quick Replies. We'd like for our agents to be able to create personal Quick Replies but not have...
Kaci Joslin about 1 month ago in RingCentral Contact Center 0 Under review

Granular Permission for Employee Unlock

Currently, I understand you must have edit permission to unlock an employee. I would love to be able to assign Supervisors the ability to invite or unlock agents without giving them access to assign full admin rights to someone.
Pete Ingaunis about 2 months ago in RingCentral Contact Center 0 Under review