RingCentral Contact Center

When customers choose to have their chat transcript emailed to them after chatting with us the email that they receive has a subject line of "chat transcript" which can't be edited. We'd like to have the ability to customize this so that we can in...

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.

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 p...

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 a...

In the Contact Center - under Manage Form - allow the ability to see previous version data - this is critical for audit and historic data

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 s...

Ease of evaluating and refrains from double working.

Ease of reporting

Would like to have the ability to export the employees assigned to WEM skills to understand how many are assigned to a WEM skill or who may be missing that assignment easier.

More efficient ability for Sups/Managers to monitor both who's been evaluated and who is evaluating.