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Contact Center & RingCX

Contact Center & RingCX

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  1. 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 uses to deliver interactions, it would reflect in the staffing headcounts without manually having to try and maintain that.

    12 votes

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  2. 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.

    10 votes

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  3. Request a feature for object tagging capabilities of our call recordings so we can set specific retention policies by Team in our custom storage bucket.

    8 votes

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  4. It would be great to be able to have the ability to have the system generate new schedules for one or just selected team members versus having to generate it for the entire scheduling unit each time. This flexibility would be beneficial in instances where a team member may change shifts or a rotation may be off and save a lot of copying shifts around.

    8 votes

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  5. 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.

    6 votes

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  6. 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 prompt that schedules may be overridden on if that would include meetings, absences etc.

    6 votes

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  7. 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

    107 votes

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  8. 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.

    5 votes

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  9. 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.

    4 votes

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  10. 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 request without having to approve or deny it.

    5 votes

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  11. It would be great to extend the expiration date of activation email to at least 7 days. So that if I create extensions on Thursday for example then new employees would start on Monday then i don't need to resend activation email again

    35 votes

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  12. 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 associated with and have any comments that the agent submits carry through to the schedule if approved.

    4 votes

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  13. 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 hours. It is also beneficial from a higher level to know how much time is being allocated to various activity codes to know where you can draw from if needed.

    3 votes

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  14. It would be much more efficient if we had the ability to filter by team member to see what all requests that they have submitted. Right now, you have to hope that you click on the correct day and then cipher through all the requests for even the scheduling unit to try locating it.

    4 votes

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  15. Be able to setup approval rules for other activity codes other than out of office requests. That way we could automate approvals for activities such as overtime, trainings based on staffing levels.

    4 votes

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  16. Please add the capability of showing what weekly rule a team member is associated with, either in the Employee section or in schedule manager, or even just a search function by agent in the weekly rules. Otherwise a lot of time is wasted trying to click through and find which weekly rule a team member may be tied too.

    4 votes

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  17. This is useful to provide all of the necessary information in one screen. It will also allow these fields to be automatically in the quality monitoring scorecard.

    4 votes

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  18. Have the ability to view and drill into scheduling units/groups to select individual team members from multiple teams or groups from the schedule manager view.

    3 votes

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  19. do away with Max Agent entirely and have the CC features integrated into the RC apps Extensions and web UI, this will allow seam less integration with the RC features and simplify the end User experience.

    30 votes

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  20. When scheduling out activities it is beneficial to be granular with the activity codes to understand where time is being allocated, but for the agents they don't need a long list of status' to cipher through. It would be beneficial to map out multiple Activities codes (ex: 1:1 Meeting, Team Meeting, Department Meeting) all to a single ACD event or status such as Meeting so that adherence can still be accurate.

    3 votes

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