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WFM Pro - Display Remaining balance in Hours instead of days

In time off rules, it would be much easier to manage if the time allotments were in hours instead of days, or at least be able to set the preference. As team members use partial days of an absence type, it becomes more complicated than it needs to...
John Bruns 1 day ago in RingCentral Contact Center 0 New

Quality planner - add custom fields for headers

Adding custom fields for headers would significantly speed up the evaluation process. In our case, for example, we want to bring in business data - we have Ticket ID number from Zendesk.
Michelle Sterzovsky 4 days ago in RingCentral Contact Center 0 New

Disable automatic playing of call recordings when clicking on the interaction

When a popup with the interaction recording open, from "Interactions", it automatically starts playing. When evaluating calls, evaluators need to quickly press pause. Default when opening the popup should be to have to press play to listen to the ...
Michelle Sterzovsky 4 days ago in RingCentral Contact Center 0 New

Add Ability to Block Phone Number as Admin Instead of in Studio Script

As a contact center, the ability to block phone numbers is a necessity of doing business. The ability to block a phone number quickly is also critical, since the call may be at best disruptive to agents and at worst create unsafe conditions (e.g. ...
Susanna Kroll 4 days ago in RingCentral Contact Center 0 New

CXOne - Life Cycle Management - Rules

Please increase the max cap on the following restrictions under Life Cycle Management. + Increase the rule limitations to be more than 10 + Increase the limitation of 10 skills max per rule + Increate the limitation of 15 teams max per rule We are...
Elizabeth Witte 4 days ago in RingCentral Contact Center 0 New

Make a customer service phone number on your website obvious

It'd benefit everyone because we could actually get through to a real person in a timely fashion
Michael Martin 7 days ago in RingCentral Contact Center 0 New

QM - Allow deletion of evaluations without agents having to acknowledge them

Right now, evaluations that are submitted can only be deleted if they are completed or auto acknowledged. It would be great to be able to delete evaluations regardless of the status (e.g., when they're sent to an agent but before the agent acknowl...
Michelle Sterzovsky 17 days ago in RingCentral Contact Center 0 New

Secure IVR credentials

We need the ability to securely encrypt credentials within IVR scripts that access backend data systems.
Clark Bergholtz 22 days ago in RingCentral Contact Center 0 New

Re-route committed callbacks to the skill, or to agent at a later date

Currently, if an agent has a commitment scheduled for themselves (and not their skill), and they're unavailable to take the call at the committed time, the commitment will be broken and the customer will not receive a call. Instead, the commitment...
Michelle Sterzovsky 23 days ago in RingCentral Contact Center 0 New

Quality Planner - send an interaction to 1 planner only

Currently the same interaction can be sent to more than one planner. We need to restrict this so that an interaction will only ever be included in 1 planner when there are multiple planners set up.
Kim Landry 29 days ago in RingCentral Contact Center 0 New