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Mute current call that came in as an incoming call but not mute for warm transfer

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...
Tracy Sullivan about 1 month ago in RingCentral Contact Center 0 New

WFM Pro - ability to schedule breaks /lunches after meetings or other work has been added

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...
Caroline Voigts 7 months ago in RingCentral Contact Center 0 Under review

WFM Pro - Able to sort the schedule by agent/start time

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.
Caroline Voigts 7 months ago in RingCentral Contact Center 0 Under review

Create auxiliar status (login time, logged out, lunch, break of the agents)

I need to measure login time, logged out, lunch time, and breaks of the agents
Quality Engines 5 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 10 months ago in RingCentral Contact Center 0 Future consideration

QM - Allow deletion of evaluations without agents having to acknowledge them

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...
Michelle Sterzovsky 2 months ago in RingCentral Contact Center 0 Under review

Would like to gauge is how long someone spends in "available" codes vs "unavailable" with a break down of what codes they were

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
Robbie Croft about 1 month ago in RingCentral Contact Center 0 New

Change agent state through Max Supervisor

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
Guest about 2 years ago in RingCentral Contact Center 3 Future consideration

Notification for WFM schedule adherence

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...
Allison Durrell 4 months ago in RingCentral Contact Center 1 Under review

Additional Adherence Reporting is required in Nice InContact Contact Center

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 ...
Nick George 7 months ago in RingCentral Contact Center 0 Under review