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Do not Display the 'agent has left the chat' Message on Chat Transfers

When an agent transfers a chat to another skill or to another agent directly the customer sees the message "agent has left the chat". Is it possible to not have this show to the customer as it is misleading since there is a transfer is progress an...
Kaci Joslin 5 months ago in RingCentral Contact Center 0 Under review

Add Actual SLA to SLA ACD Widget on Dashboard

We'd like to have the option to note what our actual SLA is on the ACD Service Level widgets that we use on our Dashboards. As it stands it shows us if we're meeting SLA or not and how often but it would be a helpful reminder to show the actual SL...
Kaci Joslin 5 months ago in RingCentral Contact Center 0 Under review

MAX Agent Email: 'System' Font is the Default Font but Not an Option to Select in Email

Email's come into MAX Agent with a 'system' font however that is not a selectable font while you are working in the email. Currently, you only get 5 font choices and system isn't one of them. If I copy/paste something it only offers to paste it as...
Kaci Joslin 5 months ago in RingCentral Contact Center 0 Under review

Exclude System Generated Messages in Chat Transcript

We'd like to have all of the system generated messages excluded from chat transcripts. If a customer is waiting for an agent to become available for a while they will see several rounds of "please hold" and "your next in line" type messaging. Whil...
Kaci Joslin 5 months ago in RingCentral Contact Center 0 Under review

Pre-Chat Survey Email Address Field Applied to Chat Transcript

With our current set up, customer enter their email address into the pre-chat survey. After their chat concludes they get the option to download the chat transcript or to have it emailed to them. They are required to re-enter their email address i...
Kaci Joslin 5 months ago in RingCentral Contact Center 0 Under review

WFM Pro - Schedule generation - Ability to lock in activities when generating schedules

When using the scheduling generation module, have a prompt to select activities that can't be overridden if they have already been added to an agents schedule. Currently it is a shot in the dark if you have to generate a new schedule and get the p...
John Bruns 8 months ago in RingCentral Contact Center 0 Future consideration

WFM Pro - Manage Requests Additional Functionality

It would be beneficial if in the manage requests tab, you could sort by any of the columns, in particular the submit date/time to be able to view in ASC order to have the oldest requests at top. Also, being able to see the Team that the agent is a...
John Bruns 8 months ago in RingCentral Contact Center 0 Future consideration

WFM Pro - Ability to filter by team member in requests

It would be much more efficient if we had the ability to filter by team member to see what all requests that they have submitted. Right now, you have to hope that you click on the correct day and then cipher through all the requests for even the s...
John Bruns 8 months ago in RingCentral Contact Center 0 Future consideration

WFM Pro - Ability to set up approval rules for activity codes other than Out of Office

Be able to setup approval rules for other activity codes other than out of office requests. That way we could automate approvals for activities such as overtime, trainings based on staffing levels.
John Bruns 9 months ago in RingCentral Contact Center 0 Future consideration

WFM Pro - Have some place that shows what weekly rule a team member is assigned to.

Please add the capability of showing what weekly rule a team member is associated with, either in the Employee section or in schedule manager, or even just a search function by agent in the weekly rules. Otherwise a lot of time is wasted trying to...
John Bruns 9 months ago in RingCentral Contact Center 0 Future consideration