RingCentral Contact Center

A user may need to type their feedback comments into a Word document first and then copy/paste into the QM Tool Evaluation Form. When we copy/paste from Word into the QM Tool, quotation marks and apostrophes disappear.

Please add the Interaction Date to the Calibration Screen; see screenshot

When a calibrator submits their evaluation for a calibration, the calibration form is gone; it can’t be accessed anywhere. We should be able to see the different calibrators forms in the Calibration tool. All we see is the variance. We need to see...

In reports, the form names are cut off/short. When the user hovers over the form name, the full name should reflect. I have attached screenshots.

For reporting, inactive forms shouldn’t be on the drop-down list. This is too many to sort through. Please only reflect Active forms.

If a user submits an evaluation, and they realize they made a mistake, they must wait for the agent to review the evaluation and ‘Request Review’. A user should be able to ‘edit’ the evaluation form without the agent having to take this step. The ...

When typing feedback comments in the Evaluation Form, there is a character limitation of 256 characters. It’s important to leave detailed feedback and limiting the characters diminishes the quality of the feedback.

There is a delay in reporting in the Quality Management Tool. When a user submits an evaluation, it takes about 1-2 hours to reflect in the reports. There shouldn’t be a delay.

There is currently no option to set up bonus point questions on the evaluation form. Please update the tool so we can give agents the chance to earn bonus points.

If an agent submits a ‘Request Further Review’, this means they are ‘Challenging’ the score and want it re-reviewed. Currently, the dispute routes back to the Evaluator. This shouldn’t go back to the Evaluator but to a third-party person, like the...