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Show Message Timestamps in Microsoft Dynamics Chat Transcript

We have an integration with Microsoft Dynamics. When chat transcripts save to our CRM, the chat activity transcript doesn't show timestamps per line. We can see the timestamp in other places but it doesn't follow through into our CRM. Here is what...
Kaci Joslin 3 months ago in RingCentral Contact Center 0 Under review

WFO Pro - Option to customise Service Level Calculation

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...
Caroline Voigts 3 months ago in RingCentral Contact Center 0 Under review

WFM Pro - Meeting Scheduler - Recurring Meetings

It would be a huge time saver we would be able to creating recurring meetings from the meeting scheduler and then be able to edit a single occurrence or all occurrences in that series similar to Outlook meetings.
John Bruns 6 months ago in RingCentral Contact Center 0 Future consideration

incoming calls sent directly to voicemail

Currently, an agent can be on a call with a customer. When a second call is inbound to that agents direct line or extension, the call that the agent is on gets quiet/muffled and a pop-up for the second inbound call appears. Ideally, the second inb...
Jaysn Meyers 2 months ago in RingCentral Contact Center 0 Under review

Adding a pop-box when an interaction is selected to be evaluated, but has already been evaluated.

Ease of evaluating and refrains from double working.
Kandace Williams about 1 month ago in RingCentral Contact Center 0 Under review

Under the Questions and answers report, ability to pull certain evaluation statuses. (example, remove deleted/new/draft evaluation statuses)

Ease of reporting
Kandace Williams about 1 month ago in RingCentral Contact Center 0 Under review

WFM Pro - Ability to export WEM Skills

Would like to have the ability to export the employees assigned to WEM skills to understand how many are assigned to a WEM skill or who may be missing that assignment easier.
John Bruns about 1 month ago in RingCentral Contact Center 0 Under review

Under My zone, have the ability to view evaluations by evaluator under the performance monitoring tab.

More efficient ability for Sups/Managers to monitor both who's been evaluated and who is evaluating.
Kandace Williams about 1 month ago in RingCentral Contact Center 0 Under review

Add "Available" in the Unavailable Code Filter of the Agent State Dashboard Widget

The Dashboard has an ACD, "Agent State" widget, where one can filter out the various Unavailable States. However, it is not possible to filter out the "Available" state, meaning you cannot use this widget to only focus on certain Unavailable Codes...
Anthony Roberts about 1 month ago in RingCentral Contact Center 0 Under review

Header Field Request - Add Customer Phone Number (ANI)

Please add a new header field called Customer Phone Number .
Elizabeth Witte about 1 month ago in RingCentral Contact Center 0 Under review