RingCentral Contact Center

In the Contact Center - under Manage Form - allow the ability to see previous version data - this is critical for audit and historic data

Ease of evaluating and refrains from double working.

Ease of reporting

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.

More efficient ability for Sups/Managers to monitor both who's been evaluated and who is evaluating.

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...

Please add a new header field called Customer Phone Number .

Currently we cannot add any WFM related fields (scheduled activity/actual activity/adherence/forecasts) to custom reports, and the prebuilt reports for WFM are very lacking. This makes it extremely difficult to analyze and coach our team. We are r...

Currently, nearly all aspects of a user can be managed (created, updated, removed, etc.) via API. This allows for a great automation of users, despite the current lack of AD integration. Enabling the management of stations via API would allow for ...

In time off rules, it would be much easier to manage if the time allotments were in hours instead of days, or at least be able to set the preference. As team members use partial days of an absence type, it becomes more complicated than it needs to...