Ringcentral University Contact Center Admin Resources User Guide

RingCentral University Contact Center Admin Resources

Instructions

Use this document as a quick reference as support while using RingCentral Contact Center

Resources 

• CXone Help Center: Unified search for guides and helpful information specific to Contact Center.
• RingCentral Support: Easy-to-use RingCentral platform for help and additional information.
• Training Dashboard: Starting point for all your training needs, including links to targeted video tutorials, quick guides, online training, and our live and recorded webinars.
• RingCentral University: Online courses with demos, exams, and more.
• RingCentral Webinars: Live and recorded webinars hosted by a RingCentral Pro.
• Report Selector: Online resource to find the right report to use based on needed metrics.
• Data Dictionary: Provides details about every data attribute and metric available in custom reporting.

Tips & Tricks

• Access guidance on specific features by using the contextual help within Contact Center.
• Create new employees at the time they need to start using the system to avoid premature charges.
• Points of Contact lists the numbers to use to perform test calls.
• Alternate between dashboards by favoriting them and setting the timer within the projection view.
• Deactivate unneeded users before creating new users to better maintain the maximum monthly licenses.
• Duplicate a predefined role as a guide and starting point when creating a custom role.
  • Consider amending the name to include the name from the predefined role.
    Recommend setting proficiency values from ACD Skills versus ACD Users.
  • Proficiency – Determines which agents answer which contacts first.
  • Priority – Determines which Skills get handled first.
• Create a document to share with others, that may not have access, by downloading the Existing Station template, which displays all user Station IDs.
• Use the Manage Multiple Users template to update multiple ACD User’s settings.
• Reference this article to quickly determine if your environment is Central or User Hub.
• Reference this Pulse article to learn how to get notifications anytime, anywhere.

Continue Your Learning
Continue your learning by completing these free courses on RingCentral University.

• Supervisor (Contact Center Basics)
• Reports (Contact Center Basics)
• Quality Management for Admins (Contact Center Advanced)

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