Overall experience with
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Favorable Review
Product: RingCentral Contact Center
RingCentral Contact Center - A Must Have Monitoring and Forecasting Tool for Contact Centers
Likes and dislikes about
likes
RingCentral Contact Center is very effective in reporting the current traffic and forecasting the upcoming needs for the next 30 minutes. I know that some people might say that it goes up to an hour, but we find that the most accurate predictions that it gives when it comes to the number of people calling or chatting is on the 30-minute mark.
February 28, 2026
dislikes
We don't automatically have an Answer Rate metric in the reporting (as in calls answered versus not answered). We have some SLA metrics available, but not an easy way to edit that SLA or track the calls which are answered overall including inside and outside the SLA. They have a glossary of terms which covers many of the different terms and definitions within the system, but not all and not with enough depth, or not pointing back to the relevant areas or accessible from the relevant areas. And when we have higher-level questions, our main point-of-contact doesn't seem to be able to successfully loop in the higher-level technical experts to be able to solve our issues with the metrics and queues.
August 15, 2025
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