183 results found
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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.
5 votes -
Integration app for RPM Telco CRM
Would be nice to get an app to integrate Engage with RPM Telco CRM.
1 vote -
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.
4 votes -
Ability to take DNC's off the List thru an upload
We currently have the ability to upload a file to add to the DNC list but we do not have the ability to upload a file to take off the DNC list. We have hundreds of records every day that we need to add and hundreds that we need to remove but currently the only way to remove them is manually one at a time. I was just at the DNC.com TCPA Summit last week and there are lawsuits in the works right now for this very reason. They are specifically looking at whether or not the clients DNC match…
17 votes -
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 request without having to approve or deny it.
5 votes -
Extend Expiration Date of Activation Email
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 -
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 associated with and have any comments that the agent submits carry through to the schedule if approved.
4 votes -
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 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 -
WFM Pro - Ability to filter by team member in requests
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 -
WFM Pro - Ability to set up approval rules for activity codes other than Out of Office
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 -
WFM Pro - Have some place that shows what weekly rule a team member is assigned to.
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 -
Please add the Skill Type and the Team to the Interaction Details on the call recording.
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 -
do away with Max Agent entirely
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 -
WFM - Add ability to map multiple activity codes in schedule to acd events
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 -
Allow Activity Codes colors to be customizable
In Workforce Management (WFM) - All unavailable or busy activity codes are orange. This results in one having to "hover" over an orange block in the schedule manager to have a popup display and identify the specific busy activity code for the agent. The capability exists in WEM Skills to assign multiple different colors for a skill. In WFM Activity Codes, it is requested that multiple colors can be assigned as well.
2 votes -
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.
2 votes -
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 longer appear in any of the call reports. It would be great if these calls still were reported on, on the UC side of RingCentral, even after the associated toll free number was CCRN'd.
2 votes -
Can a feature be created where we can allow grace periods for different activities so that an agent's schedule adherence won't be heavil...
...y impacted if they are on a call and are having to take their break or lunch later than scheduled.. Schedule adherence is one of our agent goals and agents should not be penalized for taking their break or lunch later than scheduled because they are stuck on a call. Adding a grace period would help.
7 votes -
WFM Pro - Hierarchy View within Schedule Manager
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.
2 votes -
Customer Journey Cradle-to-Grave Report
The request is for RingCX to have a Customer Journey Cradle-to-Grave Report, showing the start to finish and reporting on Pivots between channels. If it is a telephone call the detail should focus on the contact, even if the call is transferred between agents, put on hold, etc. If it pertains to a phone call and also includes digital channels, then the digital channel information can be added as a follow up from the call.
14 votes
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