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WFM Pro - Improve Request Approval Process

We have encountered issues where we have had to make a change to an agents schedule, not realizing that they may have a pending request and unknowingly to us it will then discard that request and we may never see it.
John Bruns 8 months ago in RingCentral Contact Center 0 Future consideration

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 - Hierarchy View within Schedule Manager

Have the ability to view and drill into scheduling units/groups to select individual team members from multiple teams or groups from the schedule manager view.
John Bruns 8 months ago in RingCentral Contact Center 0 Future consideration

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 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 edit meetings in bulk

You can add a meeting for multiple agents at one time, but if you have to modify anything with that meeting, you have to go through and update it one at a time which can be very cumbersome and time consuming.
John Bruns 8 months ago in RingCentral Contact Center 0 Future consideration

Call progress diagnostics (tracking log of caller keypresses)

Our prior system (8x8) had a wonderful diagnostic tool whereby any inbound call could be tracked in a timeline showing every keypress the caller made, along with durations between keypresses and duration of whatever state they were in (for example...
Doug Stubenbordt 8 months ago in RingCentral Analytics 1 Future consideration

WFM Pro - Ability to handle multiple requests submitted by an agent for a single day separately.

It would be beneficial and more efficient to be able to handle requests separately in case the response to either approve or deny the request needs to be different based on the request. It would also be nice to correspond with and agent via the re...
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

Integration with Keap

Allow a Google add on to integrate with Keap seamlessly
Ron Gallichio 9 months ago in RingCentral Integrations 1 Future consideration