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WFM PRO - Ability to Modify forecast without having to regenerate a schedule

It is very frustrating to not be able to modify the forecast without having to re-generate a whole new schedule for that staffing plan to update.
John Bruns 3 months ago in RingCentral Contact Center 1 Future consideration

WFM PRO - Improve Schedule Reporting Process

We need to have a better way to understand how many hours for various activity codes team members are scheduled for to be able to include them in grading an Agents performance metrics such as unplanned absences and interactions per scheduled open ...
John Bruns 3 months ago in RingCentral Contact Center 0 Future consideration

Adjust schedules on weekly view to remove employee shifts

When working in the Schedule Manager with a Week view of employee schedules, it does not let me click on a single employee scheduled day to remove or edit it - in order to do so I have to go to the Day view.
Nishant Pyasi 3 months ago in RingCentral Contact Center 1 Future consideration

Ability to disable weighted scoring so that multiple scores can be visible

Ability to disable weighted scoring so that multiple scores can be available within a single evaluation, that do not impact each other. Example: A single form that shows two separate scores/rankings by section/category within the same form. A Cust...
Emily Bell 3 months ago in RingCentral Contact Center 0 Future consideration

Create additional WFM Prebuilt Reports or Make WFM Data Available in Custom Reporting

Currently we cannot add any WFM related fields (scheduled activity/actual activity/adherence/forecasts) to custom reports, and the prebuilt reports for WFM are very lacking. This makes it extremely difficult to analyze and coach our team. We are r...
Nick George 4 months ago in RingCentral Contact Center 1 Future consideration

WFM Pro - Ability for skills in ACD module and WFM skills to sync.

It would be great for staffing and data integrity, if when an agents skills are updated in the ACD module, that would get reflected in what WEM Skills that they are associated with so that if they get added/removed from the skills that the system ...
John Bruns 4 months ago in RingCentral Contact Center 0 Future consideration

Can't obtain CDR reports on toll free numbers that have been CCRN'd

We have several toll-free numbers that "point" to the same POC in our contact center platform, so the CDR report on that system is useless for determining which call came in on which toll-free number. On the RingCentral UC side, these calls no lon...
Steve Jones 4 months ago in RingCentral Contact Center 1 Future consideration

Customize Work Time

Ability to customize what is calculated as "Work Time" using Custom Unavailable Codes that can be designated as included in the work time calculation. We want to allow agents to select custom statuses ( meetings, trainings etc...) that would show ...
Velvet Brown 4 months ago in RingCentral Contact Center 1 Future consideration

WFM Pro - Improve Request Approval Process

We have encountered issues where we have had to make a change to an agents schedule, not realizing that they may have a pending request and unknowingly to us it will then discard that request and we may never see it.
John Bruns 4 months ago in RingCentral Contact Center 0 Future consideration

WFM Pro - Schedule generation - Ability to lock in activities when generating schedules

When using the scheduling generation module, have a prompt to select activities that can't be overridden if they have already been added to an agents schedule. Currently it is a shot in the dark if you have to generate a new schedule and get the p...
John Bruns 4 months ago in RingCentral Contact Center 0 Future consideration