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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.
John Bruns over 1 year ago in RingCentral Contact Center 2 Future consideration

A dashboard widget that shows the percentage of evaluations above, meeting or below compliance rate goal

Gives a great eye view of progress. And from there a filter can reveal who falls were.
Kandace Williams 12 months ago in RingCentral Contact Center 0 Under review

WFM Pro - Ability to export WEM Skills

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.
John Bruns 12 months ago in RingCentral Contact Center 0 Under review

Error message needs to inform error reason for cannot disable user

When disabling a User CC gave me an error without telling my why. The reason ended up being the User was a manager and I needed to remove her from the slot.
Will Snyder 4 months ago in RingCentral Contact Center 0 Under review

Schedule Prebuilt Reports, and add their data field to "Data Downloads"

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...
Navid Salimian over 1 year ago in RingCentral Contact Center 0 Future consideration

WFM Pro - Display Remaining balance in Hours instead of days

In time off rules, it would be much easier to manage if the time allotments were in hours instead of days, or at least be able to set the preference. As team members use partial days of an absence type, it becomes more complicated than it needs to...
John Bruns 8 months ago in RingCentral Contact Center 0 Under review

Give customers option to only have SLA calculate during business hours

Under the current design, if customer service representatives receive an email on a Friday and leave it in the shared 'Inbox' until Monday, then the SLA is negatively impacted. Request is to give clients the option to exclude weekend / afterhours ...
Annette Fortune almost 2 years ago in RingCentral Contact Center 0 Future consideration

WFM Pro - Manage Requests Additional Functionality

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

Add Ability to Block Phone Number as Admin Instead of in Studio Script

As a contact center, the ability to block phone numbers is a necessity of doing business. The ability to block a phone number quickly is also critical, since the call may be at best disruptive to agents and at worst create unsafe conditions (e.g. ...
Susanna Kroll 8 months ago in RingCentral Contact Center 0 Under review

WFM Pro - Ability to filter by team member in requests

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