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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.
John Bruns over 1 year ago in RingCentral Contact Center 0 Future consideration

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...
John Bruns over 1 year ago in RingCentral Contact Center 0 Future consideration

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.
Phylicia Clemons over 1 year ago in RingCentral Contact Center 1 Future consideration

Central Dashboard to allow all employees to view

I would love to see an option created where we can have a link that stays active and allows for us to display our call center dashboards in multiple locations without having to be tied to a log in. Currently the only way we have found to do this i...
Andrew Goudy over 1 year ago in RingCentral Contact Center 1 Future consideration

Integrate RingCentral app with Call Center Phone status

Our Call Center employees are receiving calls on their RingCentral App while on the phone via Call Center MaxAgent. It would be helpful for the RingCentral app to recognize when their line is busy so they don't receive the phone call pop-up from R...
Kimberly Shingle over 1 year ago in RingCentral Contact Center 2 Already exists

Allow agents to place outbound calls in maxagent while on wrap up status

users who make a series of outbound calls have to manually change status from wrap up to another status just to dial another outbound number. It is an unnecessary series of mouse clicks that add up.
Brian Casey over 1 year ago in RingCentral Contact Center 2 Future consideration

I need to be able to pull abandoned calls details on an as-needed basis vs. waiting for a data refresh.

Sales. We call abandoned calls back to sell. If we have to wait hours to get the details, then we risk losing the sale.
Timothy Larsen over 1 year ago in RingCentral Contact Center 7 Needs more information

Pulse alerts for refused calls or agents in Unavailable: Refused state.

It would be helpful for managers to see in real time when agents are refusing calls or have been in an Unavailable: Refused state especially with teams being remote.
Randi Beckett almost 2 years ago in RingCentral Contact Center 0 Under review

Max Call history too short

Max Agent history list is too short and there is visibility to only 2 calls in the history list. We need the history list to be much longer please.
Michael Almaraz almost 2 years ago in RingCentral Contact Center 0 Future consideration

Allow Creation of Specified Groups in Contacts

For people who handle multiple functions within their companies, it would be nice to be able to create Contact Listings for specified customers/vendors to help with organization. For example: a segregated contact group for Customer contacts; a seg...
Guest almost 2 years ago in RingCentral Contact Center 0 Under review