RingCentral Contact Center

Mute current call that came in as an incoming call but not mute for warm transfer. A call comes in, we talk and it's determined that they need to be transferred. I mute that call so that in case they have new information to add like "I was able to...

To have the option that the automatic scheduler can schedule breaks and lunches after the team has inputted any manual meetings/off phone work. MTVH has a lot of off phone work which is manually scheduled in after the shifts have been scheduled. S...

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

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.

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...

Hi, what I am trying to gauge is how long someone spends in "available" codes vs "unavailable" with a break down of what codes they were .... ex: 20 mins in break/1 hour in lunch/ 4 hours in availbable/inbound/etc

When launching supervisor I want the ability to change an agents status for example if I wanted them in available and they were unavailable I can manually change their status for them or vice versa

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 ...