RingCentral Contact Center

We have many Agents who want to be able to make an outbound call on NICE InContact whilst in ACW, without having to change their state manually and chance having another Inbound call come through.

Departments would like to ability to restrict viewing other departments scheduling units as well as prevent other supervisors from receiving time off requests from other departments. If we could restrict this at the role level this would be great....

Currently in Pulse, the minimum alert time is 30 seconds. This is ~6 rings. If a customer is in queue past 3 rings, often they disconnect. It would be great to have the option to choose shorter (5 seconds if possible). Thanks!

The "old" dashboard under reporting has a feature where time limits could be put in specific not ready activities. This is not available in the current dashboard and is definitely missed

Within the admin page, it would be amazing to be able to create a skills template so that when you are creating new employees, you would able to assign them to a template and it would assign them to all of the ACD skills that they would need to be...

It would be very valuable intel to have the ability to report on the number of each specific Quick Reply email template is used to answer an inbound Email Contact

For text messaging on ring central. allowing all users of ring central to receive text messages simultaneously from the main number. This will allow all users to see text thread and reply to customers when other users are not available or have end...

Integrate with Quickbase CRM

When team members put in requests, it gives them the option of putting in comments, however from an administrator perspective handling the requests, you only have the ability to hover to see those comments. It would be great to have the option fpr...

Being able to place an outbound call while working an email contact is a vital part of our business to effectively work the email contact. Our workabourd is to (a) got to Unavailable, (2) park email contacat, (3) place outbound call, (4) unpark em...