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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 about 2 months ago in RingCentral Contact Center 1 Future consideration

WFM PRO - Improve Schedule Reporting Process

We need to have a better way to understand how many hours for various activity codes team members are scheduled for to be able to include them in grading an Agents performance metrics such as unplanned absences and interactions per scheduled open ...
John Bruns about 2 months ago in RingCentral Contact Center 0 Future consideration

do away with Max Agent entirely

do away with Max Agent entirely and have the CC features integrated into the RC apps Extensions and web UI, this will allow seam less integration with the RC features and simplify the end User experience.
Tony Puncher about 1 year ago in RingCentral Contact Center 0 Future consideration

WFM Pro - Schedule generation - Ability to lock in activities when generating schedules

When using the scheduling generation module, have a prompt to select activities that can't be overridden if they have already been added to an agents schedule. Currently it is a shot in the dark if you have to generate a new schedule and get the p...
John Bruns 2 months ago in RingCentral Contact Center 0 Future consideration

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 3 months ago in RingCentral Contact Center 0 Future consideration

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 3 months ago in RingCentral Contact Center 0 Future consideration

Adjust schedules on weekly view to remove employee shifts

When working in the Schedule Manager with a Week view of employee schedules, it does not let me click on a single employee scheduled day to remove or edit it - in order to do so I have to go to the Day view.
Nishant Pyasi about 2 months ago in RingCentral Contact Center 1 Future consideration

Can't obtain CDR reports on toll free numbers that have been CCRN'd

We have several toll-free numbers that "point" to the same POC in our contact center platform, so the CDR report on that system is useless for determining which call came in on which toll-free number. On the RingCentral UC side, these calls no lon...
Steve Jones 2 months ago in RingCentral Contact Center 1 Future consideration

WFM - Flexible Meetings to Include All Agents Selected

When scheduling a Flexible Meeting in WFM, you cannot schedule everyone into the same meeting. You define the maximum simultaneous agents in a meeting, but even if you make that number high enough to include everyone selected, you will receive mul...
Anthony Roberts about 1 month ago in RingCentral Contact Center 0 Under review

Attach MAX Agent to RC phone

When you get a call through MAX agent the RC Phone dial pad pops to the front of your open screens, but the MAX agent does not. If the MAX agent was 'glued" to the RC phone, then the user would not have to search for MAX agent. It would pop up wit...
Stephanie Wierman-Johnson about 1 month ago in RingCentral Contact Center 0 Under review