416 results found
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Update RingCentral agent availability statuses in Salesforce user fields
We distribute new leads to agents within Salesforce using load balancing and availability statuses. Our lead distribution tool can only act on changes to Salesforce fields, however. Currently, we can look at whether an agent is logged into Salesforce or not, but we would like to be able to see 1) if the agent is active in RingCentral, and 2) if they are currently on the phone. This would enable us to prioritize sending new leads to agents who are logged in but are not currently on a call, thus improving the likelihood of that new lead receiving a speedy…
2 votes -
Add the comments column in the schedule export report in NiC WFM schedule manager
By adding this column we can improve external reports
2 votes -
recording system that flags calls that use inappropriate language
Customers with full time call recordings would like to bookmark calls where inappropriate language is used for follow up...even better to have the ability to initiate a warning message if bad language is being used
7 votes -
Enable individuals with admin access to enter partial day PTO prior to schedule forecasting.
At my organization, we have very small teams. As such, accounting for all anticipated time off is critical to our ability to have accurate forecasts. Today, the system only allows admins to enter full days off prior to forecasting. Entering partial day PTO after forecasts are generated means our forecasts are immediately invalidated. We need the ability to enter partial day PTO, along with rules (i.e. - specifying a start and end time). The forecasts will be far more accurate this way. This would still mean that shifts might need to be modified by the forecaster to align with the…
1 vote -
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.
3 votes -
Time off - view only team - not entire company
Is there a way to limit a manager to only see their team’s Time Off requests?
I created a “Sales Manager” role under Admin>Roles and Permissions and then went to ACD and Restricted Access and only selected their team but they still see time off requests for Claims employees.6 votes -
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.
6 votes -
Manage multiple calls on hold
My problem is I am often on one or two calls already. I cannot constantly have the current call interrupted and HAVE to take/respond to the the next call.Many of my calls are from gov officials overseas who are hard to reach.I also do not have time OR INCLINATION to have to keep logging in, or checking somewhere for my messages. I want them pushed to me AS TEXT so I can choose how to reply, real-time.Here is the caller experience:CALLERJohn calls XYZ corp and gets a nice message, "You have reached XYZ, etc"Your system does this.and then the system…
4 votes -
Change agent state through Max Supervisor
When launching supervisor I want the ability to change an agents status for example if I wanted them in available and they were unavailable I can manually change their status for them or vice versa
109 votes -
Have the option to view as another user (security profile)
It would be really useful if as a Super Admin, you had the option to view as another user's security profile. So, rather than having to change your own profile security level, you could view it as someone else, to check they have the correct access and or permissions. This would be useful on both Ring Central and Contact Centre.
3 votes -
Reporting for Current Time Zone
Allow for bi reports to run reporting on current user time zone. When call interactions are recorded they are stamped with current time zone. When reporting is ran they are stamped with universal time zone. This is throwing off our QM reporting at the end of every month.
4 votes -
Staffing Available for individual WEM Skills
Provide the staffing numbers (Scheduled, Required, Variance) by interval in the Intraday Manager down to the WEM skill level. Right now it is useless to me since I have multiple WEM skills across multiple departments.
4 votes -
The ability to set up certain skills/queues from allowing transfers
We have several skills set up that do not have agents assigned to them so we have found several emails have been transferred to skills that don't have any agents. We are having to watch those skills and act if anything gets in there on accident. It would be much easier if there was a way to set the skill to not allow transfers.
3 votes -
Add contact center licensing in the IC portal
the only way to know how many licenses for contact center you own is to know it, there is no link or report to run. Please add this functionality.
10 votes -
Edit Completed Evaluation
My team completes Call Monitoring and its extremely hard to do Call Monitoring in Contact center as you are not able to make an update to a scored evaluation once saved. There is no way to update if a rebuttal is received nor can we do internal QA without deleting the evaluation and rescoring the entire call. Please make the update to be able to edit as this item needs to be available to complete Call Monitoring.
9 votes -
QM - Evaluation Details Report – Average Score Column
Please see the attachment. Column J shouldn’t state ‘Average Score’. Please change to ‘Score’. The numbers listed are individual scores for the agents. They are not averages.
1 vote -
QM - Reports – Interaction and Evaluation Date
Please add a differentiator in reporting so that the user can run a report based on the interaction date or the evaluation date.
6 votes -
QM - Feedback Comments - Punctuation Doesn't Carry Over from Word
A user may need to type their feedback comments into a Word document first and then copy/paste into the QM Tool Evaluation Form. When we copy/paste from Word into the QM Tool, quotation marks and apostrophes disappear.
2 votes -
QM - Calibration Screen – Needs Interaction Dates
Please add the Interaction Date to the Calibration Screen; see screenshot
2 votes -
QM - Calibration Tool - Can't See Calibrator's Forms w/ Comments
When a calibrator submits their evaluation for a calibration, the calibration form is gone; it can’t be accessed anywhere. We should be able to see the different calibrators forms in the Calibration tool. All we see is the variance. We need to see each person’s forms with comments.
6 votes
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