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  1. In Schedule Manager in Nice Incontact you are only able to see staffing variances (scheduled to actual) based on color coded staffing ranges. We would prefer to see an actual numerical variance instead.

    1 vote

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  2. In order to maximize our efficiency and update our staffing levels on the fly to better serve our customers, we need to see the Service Level updated in real time in the Service Level widget at the time the call is answered rather than at the time the call is handled. We have an average handle time of nearly ten minutes, so the Service Level widget not being updated until the call is handled causes us to not be able to make adjustments in real time to maximize our service level.

    1 vote

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  3. We have many activity codes that are Closed activity codes that agents select placing themselves in an unavailable status. However, we require the ability the track some of these in different manners from a scheduling and adherence perspective. In order to do this, we would like a field to be added to be available for closed activity codes, that will allow us to indicate whether an activity code should be considered in or out of adherence with the Open code, regardless of its actual Open/Closed status. This will allow us to improve our ability to track adherence, improve our scheduling…

    1 vote

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  4. ... recent weeks you did an update and now the Profile picture is at the top left. You might want to update that.. I am a direction follower to a fault and for functionality for new people to RingCentral I feel it is important that the directions for the Support page should be 100% correct.

    1 vote

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  5. Currently the system will only output 65 pages of call data from the contact center prebuilt reports. Our company reaches that limit before noon daily. Since that is the real-time data and the other report areas are not exactly "real-time" it's important for the report to show the full details associated with those daily calls. For example, the contact history report has a 65 page limit. It you have more than 10 reps in your contact center, you will not be able to use this report for daily totals unless you run it every hour.

    1 vote

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  6. 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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  7. If Ring Central links with Google and Microsoft, it would be great to link with top producer.

    1 vote

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  8. Details of the enhancement: On the customer's old phone system, managers had the ability to force agents back to Available status. They would like to submit a feature request for this on Contact Center.What is your use case and who is the user (agent, supervisor, customer, etc.) for your request?Call center managers.What problem are you trying to solve or what problems does the current functionality cause?Managers want the option to be able to force agents back to Available status like they used to be on their old phone system.How do you want the feature/product to work (proposed solution)?An option to…

    2 votes

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  9. Needs to have a template to use for bulk uploads on Company Emergency Response Locations (All Sites)

    5 votes

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  10. 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

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  11. 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

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  12. ...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

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  13. This is the first WFM system I have experienced that does not identify where employees should be scheduled to meet a forecasted pattern. I can make an educated guess to where to place agents, within any range of time, but what a timesaver to be able to input what a typical day's shift would look like and have the system look at the forecast and make determinations!!!

    1 vote

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  14. The forecast is very standard to look at 1, 2, 3 weeks, 1/3/6 months, or a 1 year timeframe, yet schedules only run for 1, 2, 3, or 4 weeks. It doesn't make sense not to allow this to match.When looking at the call history, the lowest option to be able to look back is 3 months. What if I sold a large account and call volume increased only a month ago? Volume prior to that is important for seasonality but not for immediate futures. Flexibility in choosing how much or how little historical volume would make great strides to…

    1 vote

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  15. It recently came to my knowledge that in WFM Daily Rules are suggested to be kept at a 4 hour variable scheduling window. We are a business that supports 36 restaurants. Our call center hours are 6am - 12am and our agents work very flexible hours. We were not aware nor does it say in the help center that there are large limitations to the flexible start time window in the daily rules. There is no documentation saying that times and variations need to be limited for a schedule to be ran successfully.

    3 votes

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  16. Currently there are some prebuilt reports (for example, Schedule Adherence, Evaluations by Team, Evaluation Details) that are incredible useful, but they cannot be schedule and sent via email (or made accessible via data download / cURL) on demand.It would be nice if the prebuilt reports could be scheduled to be send to an email address on a recurring basis, and if a custom data report could be created with their data points and downloaded.

    5 votes

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  17. We have a blind member that can call our auto attendent with alexia, but cant see the numbers to be redirected to the contact center. Can we enable voice recognition of key prompts for users in the system?. thank you

    1 vote

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  18. Quality Monitoring: Ability to delete evaluations without needing the agent to acknowledge the evaluation first.

    2 votes

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  19. Its really hard to tell which Hours of Operation are Open or Closed without clicking individually into each hours of operation individually.It would also be nice to be able to copy holidays over from one hours of operation to another.

    2 votes

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  20. Time off Approval- being able to request and approve vacation time off yearly. Currently we are not able to approve future request off for employee vacation unless a forecast is generated. We are wanting to be able to approve future dated scheduled without having to regenerate a forecast and publish a new schedule.

    3 votes

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