Skip to Main Content

All ideas

Showing 592

Need users to be able to delete/forward QUEUE voicemails from the RingCentral App instead of having to call in to check them.

Each time we call to check voicemail in a QUEUE it appears in our reporting as an abandoned call. Need to be able to have my day-to-day users check QUEUE voicemails using the app to avoid this.
Guest over 2 years ago in RingCentral Analytics 0 Future consideration

Ability to view caller ID in Agent Details/Queue Details

It would be helpful if the caller ID of the caller that the agent is connected with, or is waiting in queue, could be visible. It could display on hover or in it's own column/row. This would allow transparency for agents to be able to see if anoth...
Guest over 2 years ago in RingCentral Analytics 0 Future consideration

Change the background colour of the wallboards

Is it possible to have the ability to change the backgound colour of wallboards to something other than white?
Guest almost 3 years ago in RingCentral Analytics 0 Future consideration

Contact Center - Disposition Coding Pop Up into window

To ensure the agent is coding the call and not getting lock due to not coding previous call. If the disposition window would pop up into its own window it would be more apparent the coding has not occurred. Reducing the time the agent it stuck bec...
Guest almost 3 years ago in RingCentral Contact Center 1 Future consideration

Adding Call log to live reports

Right now you can only see the call log in the ringcentral site but it doesnt show under the actual queue and recordings
Guest almost 3 years ago in RingCentral Analytics 0 Future consideration

AUX CODES

I would love to see Aux codes added as an option for agents. This would be so beneficial to document queue adherence, as well as hold accountable for breaks, lunch, meetings, etc.
Guest almost 3 years ago in RingCentral Analytics 0 Future consideration

View Agent Idle Time

For Call Queues set to distribute calls in the Rotating order it would be useful to view that queue's members' idle timer to have insight to the anticipated distribution of calls and Agents' behaviours.
Guest almost 3 years ago in RingCentral Analytics 0 Future consideration

Allow Queue Managers to Log Users in\out of a queue.

Allow Queue Managers to Log Users in\out of a queue.
Randy Haun almost 3 years ago in RingCentral Analytics 0 Future consideration

Override the wrap-up time

Not always do members of the call queue group need to be unavailable for the whole wrap-up time (we have it set to 1 min). We would like a way for the member to override the wrap-up time and join back into the queue to help the next person on hold.
Guest almost 3 years ago in RingCentral Analytics 0 Future consideration

A way to identify peak call volume

I've attached an example we are looking for. Peak hours month by month. We are looking to have an easy way to see where we need to resource our staff to best support our customers. As we are a technology solutions and service company for Retail an...
Guest almost 3 years ago in RingCentral Analytics 1 Future consideration