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WFM Pro - Improve Request Approval Process

We have encountered issues where we have had to make a change to an agents schedule, not realizing that they may have a pending request and unknowingly to us it will then discard that request and we may never see it.
John Bruns 2 months ago in RingCentral Contact Center 0 Future consideration

Request to Restrict Access to Interactions to a Smaller Group than entire a Team or Self

This is specific to QM recording. With a requirement to provide access to only particular team members for training purposes, to live monitor or playback recordings via Interactions, but not grant access to all team members (just those who are tra...
Kathleen Horn 15 days ago in RingCentral Contact Center 0 Under review

WFM Pro - Ability to handle multiple requests submitted by an agent for a single day separately.

It would be beneficial and more efficient to be able to handle requests separately in case the response to either approve or deny the request needs to be different based on the request. It would also be nice to correspond with and agent via the re...
John Bruns 3 months ago in RingCentral Contact Center 0 Future consideration

Extend Expiration Date of Activation Email

It would be great to extend the expiration date of activation email to at least 7 days. So that if I create extensions on Thursday for example then new employees would start on Monday then i don't need to resend activation email again
Guest about 1 year ago in RingCentral Contact Center 0 Future consideration

WFM Pro - Ability to generate a new schedule for one or selected team members.

It would be great to be able to have the ability to have the system generate new schedules for one or just selected team members versus having to generate it for the entire scheduling unit each time. This flexibility would be beneficial in instanc...
John Bruns 3 months ago in RingCentral Contact Center 0 Future consideration

MAX agent lookup email addresses in corporate directory

When working in the MAX agent, be able to lookup and insert email addresses (to the TO/CC/BCC fields) from the corporate directory.
Ari Fass 17 days ago in RingCentral Contact Center 0 Under review

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 2 months ago in RingCentral Contact Center 0 Future consideration

WFM Pro - Ability to edit meetings in bulk

You can add a meeting for multiple agents at one time, but if you have to modify anything with that meeting, you have to go through and update it one at a time which can be very cumbersome and time consuming.
John Bruns 2 months 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 3 months ago in RingCentral Contact Center 0 Future consideration

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 about 1 month ago in RingCentral Contact Center 1 Future consideration