Skip to Main Content

RingCentral Contact Center

Showing 160 of 3632

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 about 22 hours ago in RingCentral Contact Center 0 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 about 23 hours ago in RingCentral Contact Center 0 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 22 days ago in RingCentral Contact Center 0 Future consideration

Add Comment Box to My Tasks Page

We need the Comment box from the Interactions page added to the My Tasks page so that we can see all pertinent notes about the interactions that are assigned to the evaluator without leaving the My Tasks page.
Brenda Orozco 6 days ago in RingCentral Contact Center 0 Under review

WFM Pro - Meeting Scheduler - Recurring Meetings

It would be a huge time saver we would be able to creating recurring meetings from the meeting scheduler and then be able to edit a single occurrence or all occurrences in that series similar to Outlook meetings.
John Bruns 26 days 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 15 days ago in RingCentral Contact Center 0 Under review

WFM Pro - Ability to handle multiple requests submitted by an agent for a single day separately.

It would be beneficial and more efficient to be able to handle requests separately in case the response to either approve or deny the request needs to be different based on the request. It would also be nice to correspond with and agent via the re...
John Bruns about 1 month 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 26 days ago in RingCentral Contact Center 0 Future consideration

WFM Pro - Manage Requests Additional Functionality

It would be beneficial if in the manage requests tab, you could sort by any of the columns, in particular the submit date/time to be able to view in ASC order to have the oldest requests at top. Also, being able to see the Team that the agent is a...
John Bruns 26 days ago in RingCentral Contact Center 0 Future consideration

WFM Pro - Ability to edit meetings in bulk

You can add a meeting for multiple agents at one time, but if you have to modify anything with that meeting, you have to go through and update it one at a time which can be very cumbersome and time consuming.
John Bruns 26 days ago in RingCentral Contact Center 0 Future consideration