All ideas

Call Handling & Forwarding to separately ring Desktop & Mobile Apps

Branding customization should be easily available. We can easily add wallpaper manually, but when the phone re-syncs, the RC wallpaper returns.

Right now agents can only see their schedules by day in WFM and it would be helpful for them to see their schedule in a Weekly view.

We can't delete tasks or remove them from already deleted groups.

Add to the audit trail report or create in Analytics the ability to see the history of when a hardphone/deskphone has gone offline and come back online.

Please make call handling rights more granular in roles. For instance allow users to set direct forwarding but not change the personal business hour settings.

Turn off messaging feature per Role. Allow customer to be able to select the Role to not have access to messaging with Desktop or mobile app. This will allow customer to restrict outside contractors for security reasons.

On RC Classic: When you open a task to edit it, you can press and hold the corner button that allows you to expand the field. This feature is missing in the new app. Why it's useful: When you have a lot more information to add to a task than just ...

It would be extremely useful to be able to disable an associate from removing themselves from taking queue calls. As you can imagine, if an employee chooses they no longer want to take calls but their supervisor did not approve it. They could stop...

Manager over IT service desk would like to monitor calls that come into a specific call queue and not the individual user extensions (the manager does not want to accidentally monitor a user's personal call).