2 results found

1. Add Native Workforce Management (WFM) & Forecasting to RingCentral RingCX

   RingCentral RingCX would greatly benefit from built-in Workforce Management (WFM) capabilities to help contact centers forecast demand, plan staffing, and maintain service levels without relying on external tools or spreadsheets.

   As RingCX is adopted by larger and global contact centers, teams need better visibility into future demand and agent availability. Native WFM features would enable more accurate staffing decisions, improved queue coverage, and a better customer and agent experience.

   Requested Features:
   - Forecast call and digital channel volume using historical RingCX data
   - Interval-based forecasting (e.g. 15 or 30 minutes)
   - Staffing recommendations based on SLA targets (for hour/day/week/month)
   - Agent scheduling aligned to forecasted demand
   - Real-time visibility into staffing gaps and overages
   - Reporting to compare forecasted vs actual performance

   Business Benefits:
   - Improved service level attainment
   - Reduced manual planning and spreadsheet use
   - Better agent utilization and workload balance
   - Scalable operations for growing and multi-region teams

   RingCentral RingCX would greatly benefit from built-in Workforce Management (WFM) capabilities to help contact centers forecast demand, plan staffing, and maintain service levels without relying on external tools or spreadsheets.

   As RingCX is adopted by larger and global contact centers, teams need better visibility into future demand and agent availability. Native WFM features would enable more accurate staffing decisions, improved queue coverage, and a better customer and agent experience.

   Requested Features:
   - Forecast call and digital channel volume using historical RingCX data
   - Interval-based forecasting (e.g. 15 or 30 minutes)
   - Staffing recommendations based on SLA targets (for hour/day/week/month)
   -… more

   • 

   8 votes

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   New  ·  0 comments  ·  AI WFM  ·  Delete…  ·  Admin →
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2. WFM for Ring CX

   I currently see no way to monitor my team's schedule adherence in Ring CX. This is a very important feature. Please make it available for Ring CX.

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   Implemented  ·  AdminAlexey (VP, Product Management - Applications, RingCentral) responded

   Please contact your account manager as AI WFM is now available as an add-on for RingCX product