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RingCentral Contact Center

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Max Call history too short

Max Agent history list is too short and there is visibility to only 2 calls in the history list. We need the history list to be much longer please.
Michael Almaraz almost 2 years ago in RingCentral Contact Center 0 Future consideration

WFM - Add ability to map multiple activity codes in schedule to acd events

When scheduling out activities it is beneficial to be granular with the activity codes to understand where time is being allocated, but for the agents they don't need a long list of status' to cipher through. It would be beneficial to map out mult...
John Bruns over 1 year ago in RingCentral Contact Center 0 Future consideration

QM - Reports – Interaction and Evaluation Date

Please add a differentiator in reporting so that the user can run a report based on the interaction date or the evaluation date.
Jennifer Lewis almost 3 years ago in RingCentral Contact Center 1 Future consideration

Contact Center - Disposition Coding Pop Up into window

To ensure the agent is coding the call and not getting lock due to not coding previous call. If the disposition window would pop up into its own window it would be more apparent the coding has not occurred. Reducing the time the agent it stuck bec...
Guest over 2 years ago in RingCentral Contact Center 1 Future consideration

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

QM - Bulk Delete Unused Interactions

Deleting unused interactions is time consuming and counter productive. A bulk delete feature would save time and make the process of searching for specific interactions more efficient.
Nancy Fulton over 2 years ago in RingCentral Contact Center 0 Future consideration

QM - Calibration Tool - Can't See Calibrator's Forms w/ Comments

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...
Jennifer Lewis almost 3 years ago in RingCentral Contact Center 0 Future consideration

Monthly view in schedule manager

Be able to see annual leave and scheduled off phone activities on a monthly basis. Helpful for team leaders and managers to see a snapshot of all agents off within the month.
Natalie Middleton over 2 years ago in RingCentral Contact Center 0 Future consideration

Show what number your customer is calling with customer number.

It would be extremely useful to see what number our customer dialed to reach us for best marketing research. Would also need to see customer information as well
Guest over 2 years ago in RingCentral Contact Center 1 Future consideration

We need a contact center admin app for mobile devices

if you are an admin of the contact center, you should be able to login and view the dashboards etc.
Jeffrey Helget over 1 year ago in RingCentral Contact Center 1 Future consideration