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1476 results found

  1. WFM PRO - Ability to Export more future facing data from Intraday manager

    Currently can only export a few days into the future to see forecasted volume, staffing. Would be very beneficial to be able to go out at least a week to 4 weeks to be able to see what the next week and month will look like.

    4 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  2. 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.

    6 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  3. Reorder Metrics within ACD Widgets

    We'd like to have the ability to reorder the metrics displayed within our ACD widgets. Currently, once you select them to be included in a widget you can't reorder them. We find some information more informative that other information and so we'd like that to be on the far left vs. on the far right and having to scroll to see the data.

    3 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  4. CXone start-times enabled to 5 minutes - Admin SU - WFM Daily Rules

    Currently, operational hrs in Admin | Scheduling Unit allows only to 15 min mark; same for WFM | Daily Rules shift start & activity relative start. A 5-minute opening activity is needed to get agents up-and-running to where they can start to take the queue calls - this time needs to be scheduled so that it's HR compliant for payroll purposes - hourly employee. In Daily Rules shift start & activity start time, enabling to 5 minute mark allows to pre-schedule this and save alot of manual work-around. Example- 755a for 5 mins so agent is available for calls 8a…

    2 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  5. Color Coded Sentiment in RingCX Agent Interface

    The suggestion is to provide Color-based Visual Queues of customer sentiment to the agent based on customer messages. Red/Yellow/Green is easier to identify than the current small/ mini grey icon reflected. If current message sentiment is exposed to the supervisor agent monitor, that would be an added benefit.

    2 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  6. Ability for Quality Plan to return entire recording

    Ability to request in the Quality Plan that it return the entire interaction that matched the filter criteria, not just the segment.

    1 vote
    Under Review  ·  0 comments  ·  Contact Center  ·  Admin →
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  7. 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
    Planned  ·  19 comments  ·  Other  ·  Admin →
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  8. RingCentral Contact Centre: MAX Agent Windows Application

    Please may we request a Windows Application/Service version of the MAX Agent? The Web Application is problematic for users, particularly those who are remote working on laptops as when agents go on break and the laptop goes to sleep, the MAX Agent will stop working and they have to sign back it.This is a known issue and the current workaround is to disable all power savings settings.Ideally we'd want the MAX agent client to operate the same way as the RingCentral App for Windows which seems to recover from sleep and network disconnects very well!

    1 vote
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  9. Real time call monitoring in studio

    Real time call monitoring in studio so they can see where traffic is flowing real time for troubleshooting purposes

    2 votes
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  10. 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
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  11. 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…

    18 votes
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  12. Sort options for Real Time and Schedule Manager

    Would be convenient to be able to sort by any chosen column in Real Time and Schedule Manager screens.

    3 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  13. Integration app for RPM Telco CRM

    Would be nice to get an app to integrate Engage with RPM Telco CRM.

    1 vote
    Future Consideration  ·  0 comments  ·  RingCX  ·  Admin →
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  14. 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
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  15. 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

    41 votes
    Future Consideration  ·  1 comment  ·  Other  ·  Admin →
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  16. Record voice then Play it during a live call

    Is there a way to Record voice then Play it during a live call like as for opening and/or closing spiel? If not, this is a good idea similar to Avaya voice recording/play

    2 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  17. 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
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  18. Real-Time Dashboard Row Counts

    On Real-Time Widgets (Inbound, Agents, etc.) it would be great to see a row count for each tabular widget. For example, the mockup on the attached screenshot reflects the total number of agents in ENGAGED state (Agent table filtered by state). This would help our managers-at a glance-see how many agents are in certain states.

    2 votes
    Under Review  ·  0 comments  ·  RingCX  ·  Admin →
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  19. Add the ability to view attachments/images on all email contacts within Interactions

    The Interactions application is wht drives your Quality Managment platform. In order to audit the email interaction, you need to be able to see all images and documents that were attached to that email. The only way to view those images and documents is to run a Contact History report within the Reporting application which introduces a complexity to the email auditing process that doesn't need to be there.

    2 votes
    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  20. RC CC Port Scalability with increased inbound of voice interactions

    Many Contact Center customers have the need for large number of inbound calls at a moment's notice, without the concern of port limitations. When ports are exhausted, inbound calls are provided with a busy signal. This feature request would allow for inbound calls to be handled, and the customer billed for the additional port usage that were not contracted.

    1 vote
    Under Review  ·  0 comments  ·  Contact Center  ·  Admin →
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