RingCentral University Contact Center Admin Resources User Guide
- June 4, 2024
- RingCentral University
Table of Contents
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
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Access guidance on specific features by using the contextual help within Contact Center.
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Create new employees at the time they need to start using the system to avoid premature charges.
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Points of Contact lists the numbers to use to perform test calls.
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Alternate between dashboards by favoriting them and setting the timer within the projection view.
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Deactivate unneeded users before creating new users to better maintain the maximum monthly licenses.
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Duplicate a predefined role as a guide and starting point when creating a custom role.
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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.
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Priority – Determines which Skills get handled first.
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Create a document to share with others, that may not have access, by downloading the Existing Station template, which displays all user Station IDs.
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Use the Manage Multiple Users template to update multiple ACD User’s settings.
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Reference this article to quickly determine if your environment is Central or User Hub.
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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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