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Add more than 15 mins wait time in call queue

Add more than 15 mins wait time in call queue. This will allow the callers to stay on queue instead of calling back again.
Guest over 1 year ago in RingCentral Admin Portal 6 Will not implement

Add Answer feature to RingCentral for Salesforce softphone

Add a feature that allows users to answer incoming calls when they are using the RingCentral for Salesforce softphone. Users should be able to answer, hold, and hang up incoming calls, as well as see caller ID and relates records in SalesForce. [a...
Sara Kosciolek over 1 year ago in RingCentral Integrations 0 Under review

RingCentral desktop app (Mac) - Don't use system sound output for voicemail playback

In the RC App for Mac, the app uses the in-app Audio Sources settings for everything (audio calls, video meetings, etc) except for voicemail playback. Voicemail playback defaults to the Mac system sound output settings and cannot be changed. This ...
Guest over 1 year ago in RingCentral Web/Desktop App 0 Under review

QM - Editing a Submitted Evaluation

If a user submits an evaluation, and they realize they made a mistake, they must wait for the agent to review the evaluation and ‘Request Review’. A user should be able to ‘edit’ the evaluation form without the agent having to take this step. The ...
Jennifer Lewis over 1 year ago in RingCentral Contact Center 2 Future consideration

QM - Character Limitation

When typing feedback comments in the Evaluation Form, there is a character limitation of 256 characters. It’s important to leave detailed feedback and limiting the characters diminishes the quality of the feedback.
Jennifer Lewis over 1 year ago in RingCentral Contact Center 1 Future consideration

QM - Report Delay

There is a delay in reporting in the Quality Management Tool. When a user submits an evaluation, it takes about 1-2 hours to reflect in the reports. There shouldn’t be a delay.
Jennifer Lewis over 1 year ago in RingCentral Contact Center 0 Under review

QM - Bonus Point Capability

There is currently no option to set up bonus point questions on the evaluation form. Please update the tool so we can give agents the chance to earn bonus points.
Jennifer Lewis over 1 year ago in RingCentral Contact Center 0 Under review

QM - Request Further Review - Shouldn't Go Back to the Evaluator

If an agent submits a ‘Request Further Review’, this means they are ‘Challenging’ the score and want it re-reviewed. Currently, the dispute routes back to the Evaluator. This shouldn’t go back to the Evaluator but to a third-party person, like the...
Jennifer Lewis over 1 year ago in RingCentral Contact Center 0 Future consideration

QM - Evaluation Notifications – Need Via Email

When a user submits an evaluation, only the person who was evaluated receives a notification, and it’s via the system, but not via email. I’d like to request that the system email the user an email notification that a new evaluation is ready to re...
Jennifer Lewis over 1 year ago in RingCentral Contact Center 1 Future consideration

QM – Evaluation Notifications – More Than One User

When a user submits an evaluation, only the person being evaluated receives the notification via the QM Tool that a new evaluation is ready to review. We should be able to choose additional people to receive a notification, like the agent's superv...
Jennifer Lewis over 1 year ago in RingCentral Contact Center 2 Future consideration