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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 – 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 1 Future consideration

Hour of Operation Status Column for "Open" or "Closed"

Its really hard to tell which Hours of Operation are Open or Closed without clicking individually into each hours of operation individually. It would also be nice to be able to copy holidays over from one hours of operation to another.
Scott Beard 4 months ago in RingCentral Contact Center 0 Future consideration

QM - Bulk Delete Unused Interactions

Deleting unused interactions is time consuming and counter productive. A bulk delete feature would save time and make the process of searching for specific interactions more efficient.
Nancy Fulton over 1 year ago in RingCentral Contact Center 0 Future consideration

Replace interaction function.

A feature was added where you can click and replace an interaction with the click of a button. Currently the feature is pulling interactions from the day that the button is used. It does follow the criteria that is set in the planners, except that...
Jeff Myers 4 months ago in RingCentral Contact Center 0 Future consideration

Duplicate QAs

We currently utilize different QA Evaluation processes for our new hires. There are multiple calls pulled for them earlier on. When using multiple planners for this, it causes issues with QA evaluations being duplicated. The system does not recogn...
Jeff Myers 4 months ago in RingCentral Contact Center 0 Future consideration

Monthly view in schedule manager

Be able to see annual leave and scheduled off phone activities on a monthly basis. Helpful for team leaders and managers to see a snapshot of all agents off within the month.
Natalie Middleton about 1 year ago in RingCentral Contact Center 0 Future consideration

Transfer to user's voicemail without ringing user from contact center

Our organization fields a number of calls that should be sent directly to a user's voicemail. Currently, our contact center agent has to either blind transfer the call to the user, or call them...confirm it's an unwanted call....then ask the user ...
Guest about 1 year ago in RingCentral Contact Center 0 Future consideration

QM - Reports – Only Active Forms Should Display

For reporting, inactive forms shouldn’t be on the drop-down list. This is too many to sort through. Please only reflect Active forms.
Jennifer Lewis over 1 year ago in RingCentral Contact Center 0 Future consideration

copy schedule without time off copying over

I would like to be able to copy the schedules from one week to another without copying over time off. Just copy underlying schedules.
Guest about 1 year ago in RingCentral Contact Center 0 Future consideration