Skip to Main Content

RingCentral Contact Center

Showing 327

More Flexibility in WFM Pro

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....
Lindsay Wallace over 1 year ago in RingCentral Contact Center 3 Needs more information

Manage Forms Form Manager - Allow Prior Versions

In the Contact Center - under Manage Form - allow the ability to see previous version data - this is critical for audit and historic data
Elizabeth Witte about 1 year ago in RingCentral Contact Center 0 Under review

Time off Request Annually- to be able to approve without regenerating the schedule and publishing

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 schedule...
Paige Holley over 1 year ago in RingCentral Contact Center 1 Future consideration

Contact Center - No Hold Music when truly "on hold"

When truly "on hold" with a contact center agent, there is not an opportunity for hold music or messaging to play. The system offers that functionality all through the IVR, call queues, interrupt messages, etc., but once an agent engages a caller,...
Lee Harris 7 months ago in RingCentral Contact Center 0 Under review

Contact Center - Disposition and Tags for second assignment / resolution in call

Call comes in for one area of contact center and is assisted. Caller then asks to transfer to another area of contact center for different matter. The second stop on the call cannot currently be marked with a disposition or tag, as the fields are ...
Lee Harris 7 months ago in RingCentral Contact Center 0 Under review

Adding a pop-box when an interaction is selected to be evaluated, but has already been evaluated.

Ease of evaluating and refrains from double working.
Kandace Williams about 1 year ago in RingCentral Contact Center 0 Under review

Under the Questions and answers report, ability to pull certain evaluation statuses. (example, remove deleted/new/draft evaluation statuses)

Ease of reporting
Kandace Williams about 1 year ago in RingCentral Contact Center 0 Under review

Under My zone, have the ability to view evaluations by evaluator under the performance monitoring tab.

More efficient ability for Sups/Managers to monitor both who's been evaluated and who is evaluating.
Kandace Williams about 1 year ago in RingCentral Contact Center 0 Under review

Add "Available" in the Unavailable Code Filter of the Agent State Dashboard Widget

The Dashboard has an ACD, "Agent State" widget, where one can filter out the various Unavailable States. However, it is not possible to filter out the "Available" state, meaning you cannot use this widget to only focus on certain Unavailable Codes...
Anthony Roberts about 1 year ago in RingCentral Contact Center 0 Under review

Header Field Request - Add Customer Phone Number (ANI)

Please add a new header field called Customer Phone Number .
Elizabeth Witte about 1 year ago in RingCentral Contact Center 0 Under review