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Additional field for activity codes to indicate in adherence with Open.

We have many activity codes that are Closed activity codes that agents select placing themselves in an unavailable status. However, we require the ability the track some of these in different manners from a scheduling and adherence perspective. In...
Nick George 7 months ago in RingCentral Contact Center 0 Under review

Service Level must be counted in the Service Level widget at the time that the call is answered, rather than the time the call is handled.

In order to maximize our efficiency and update our staffing levels on the fly to better serve our customers, we need to see the Service Level updated in real time in the Service Level widget at the time the call is answered rather than at the time...
Nick George 7 months ago in RingCentral Contact Center 0 Under review

Require additional insight into what an agent is doing when in state Outbound Call in agent state widget

In order to maximize our efficiency and update our staffing levels on the fly to better serve our customers, we require the ability to understand what agents in the Outbound Contact state are doing in real time via the Agent State dashboard. Curre...
Nick George 7 months ago in RingCentral Contact Center 0 Under review

Add ability to display staffing actual to scheduled variance by number instead of color in Schedule Manager

In Schedule Manager in Nice Incontact you are only able to see staffing variances (scheduled to actual) based on color coded staffing ranges. We would prefer to see an actual numerical variance instead.
Nick George 7 months ago in RingCentral Contact Center 0 Under review

Inbound blocked caller ID should display Blocked Call instead of company phone number

Currently, inbound calls to the Contact Center with no caller ID displays as our main company number. We would like to change this to display Blocked Call.
Guest over 1 year ago in RingCentral Contact Center 1 Under review

HUD feature available in Salesforce App

The HUD feature in the RingCentral app that is great for our users to see who else is available when calls have to be transferred or escalated to another support tier. Currently this feature, or something similiar, is not available in the RingCent...
Guest over 1 year ago in RingCentral Integrations 0 Under review

Presence Tracking

It would be helpful for us to be able to track user productivity via presence. We would like for managers to get reports or have a dashboard showing presence metrics for their employees.
Kimberly Hood over 1 year ago in RingCentral Analytics 0 New

Recent Reactions in the quick menu (or customized reactions quick menu)

Instead of showing the same reactions in the reactions quick menu every, show the most recently used reactions. Either that, or make the quick menu customizable.
Dan Stotmeister about 1 year ago in RingCentral Web/Desktop App 0 Under review

View Call Map

It would be great to have the ability to view a map of all call routing for a company in a GUI and be able to download it to an excel document to help manage call routing more efficiently.
Edgar Jameson about 1 year ago in Hardware 2 Under review

Zoho Campaign SMS

it would be great to integrate with Zoho Campaign to do SMS.
Guest over 1 year ago in RingCentral Integrations 1 Under review