RingCentral Contact Center

When scheduling we use filters frequently - but it would be very useful to be able to sort the list of agents in schedule manager alphabetically and sort the schedules by start time.

I need to measure login time, logged out, lunch time, and breaks of the agents

Right now, evaluations that are submitted can only be deleted if they are completed or auto acknowledged. It would be great to be able to delete evaluations regardless of the status (e.g., when they're sent to an agent but before the agent acknowl...

It would be great if the WFM platform allowed us to configure alerts or notifications to be emailed when an agent is not following their schedule. Similar to the queue alerts that can be configured when a queue call arrives but no one is logged in...

In order to maximize our efficiency by analyzing agent performance and our scheduling to better serve our customers, we require enhanced adherence reporting. We require the ability to see: Summarized data by team in addition to by agent (top left ...

Our company has a corporate font. We'd like to be able to set a default font for emails in MAX Agent to align with our companies branding. (we'd like it set to Arial / size: 11)

The system uses the Service level for forecasting and scheduing. However not every business applies the same Service Level calculation. MTVH uses "number of calls answered as a percentage of all calls offered" . It would be a lot better if the com...

We want to be able to send the '<' character in a chat without it being looked at as HTML code. When we send the '<' character followed by text immediately, it omits any text that we enter. Some common messages that we send to our customers ...

In MAX, when we requeue an email it puts the email to the end of the line. During our busiest season it's not uncommon for us to be 4+ days behind on responding to emails. When someone requeues an email, it could cause serious delays in the custom...

We'd like to have the ability to set a wrap up time out on Chat ACD skills. We can set a timeout for phone ACD skills, but not chat. We have the same use case for wanting to limit automatic wrap up time on our chat skills as we do on our phone ski...