Release Notes > Contact Center User Hub
Release Notes

RingCentral Contact Center User Hub

Stay up to date with the latest features, improvements, and bug fixes for RingCentral Contact Center User Hub. For Contact Center Central Release Notes, please refer to this page.
Release Date: Summer 2021

Global Changes for Summer 2021 – User Hub

Navigation Redesign
Navigation in the RingCentral Contact Center portal and Tenant Management portal will change for a simpler, more intuitive navigation experience.
 
Side navigation bar:
  • Folders will be open by default so you can see all options when you open an app.
New app selector:
  • A new grid icon located on the left side of the title bar will launch all apps from one location. This includes both apps that open inside the RingCentral Contact Center browser instance and those that launch in a separate window.
  • When you hover over an app in the app selector, an "opens in new window" icon will appear if it will launch in a new window.
  • Since all apps will be linked to the app selector in the title bar, the app selector in the side bar navigation will be removed.
  • The icon indicating which app you're currently in will also move from the side navigation bar to the title bar, to the right of the new app selector.
For more information about the navigation changes, including screenshots, see Navigation Redesign.
Newly Redesigned Software Download Page
RingCentral Contact Center will feature a newly redesigned software download page driven by a global service with files sourced from the United States. This will ensure export control compliance related to software downloads.
Global Authentication Service Enhancements
A new global authentication service has been in early release since the beginning of 2020. The Summer 2021 release will increase the scalability and redundancy of this centralized login service. It will provide a unified login process for the entire product suite, including integrated applications. It will operate system-wide, with the only exceptions being where there are system differences (such as FedRAMP). This release will fully implement the OpenID Connect standard, including discovery and other requirements. No authentication flows will change with this release.

End-Of-Life Notifications for Summer 2021

End of Support for Internet Explorer in MAX
MAX will no longer operate in Internet Explorer (IE) beginning with the Summer 2021 release. Microsoft stopped supporting IE in November, 2020. MAX users will need to switch to a supported browser prior to this release.
If you need more time to switch browsers, you can enable the previous version to have continued access to the Spring 2021 version for a short time. After the Fall 2021 release, no version of MAX will operate in Internet Explorer.

ACD

Restricted Access to Users Based on RBAC Settings
In areas of the ACD app where you can view or select users, you will see only users you're permitted to see. Below these lists and tables, you will see the number of users you have access to view in addition to the total number of users hidden from your view.
Agent Messaging
When you create a new message and select a To option, the Everyone option will instead be Everyone (Accessible Teams Only).

Admin

Hierarchy Manager
You will be able to create a hierarchy, or a visual representation, of your organization. This will show how parts of your organization relate to each other, like a family tree or organizational chart. Your tenant may contain multiple hierarchies.
 
All hierarchies will start with a root node. You will be able to connect the root node to child nodes, and those child nodes may contain more child nodes. Node types will include organizational units, scheduling units, and teams.
 
The root node will always be an organizational unit node and it will connect to nodes of any of the three types. You will be able to add members to organizational unit nodes, but not to scheduling unit or team nodes.
Restrict Access to Users Based on RBAC Settings
You will be able to control the visibility of user data using the Views feature in Admin Security. Up until now, you have been able to control the visibility of interactions by teams using Views. With this release, you will be able to use Views to limit the users that an employee can see. When someone performs a task in the ACD application or WFI that exposes user data (such as names) they will only be able to see the users allowed by their view. The UI will display a message indicating the total number of visible users and the number of users hidden from view.
New Permissions for Interactions Application
You'll be able to control the visibility of categories and sentiments for the interaction in the Player using the Can view sentiments and categories permission.
 
In the application, go to Admin > Security > Roles and Permissions, the permission is under Search & Playback > Player.
 
You'll be able to control the accessibility of the recordings from the Recording tab in the Contact History Report using the Can access recordings permission.
 
In the application, go to Admin > Security > Roles and Permissions, the permission is under Search & Playback > Contact History Report.
Configure Recording for Employees
Previously the Can be Recorded attribute was used to record the employee.
 
With the Summer 2021 release, the attribute will be split into Can be Recorded (Voice) and Can be Recorded (Screen).
 
These attributes will be visible only if your system includes Recording Advanced (for screen)/ Recording. These options will enable more granular control over what can be recorded and played back.

Channels

Enable Cloud Storage for Email
Your organization's email messages and attachments will be stored in the cloud. You will be able to apply conditions for active and long-term storage of email messages and any attachments. This will apply only to new emails after the feature is enabled for your tenant; older messages will remain on the file server.
Verified SMS Messages for Android for Digital First Omnichannel
Select Digital First Omnichannel in the filter at right to learn more about this feature.
New Channel: Google Business Messaging for Digital First Omnichannel
Select Digital First Omnichannel in the filter at right to learn more about this feature.
New Studio Action for Digital First Omnichannel
Select Digital First Omnichannel in the filter at right to learn more about this feature.
Customer Authentication Enhancement for Digital First Omnichannel Chat Channels
Select Digital First Omnichannel in the filter at right to learn more about this feature.
Customer Authentication Enhancement for Digital First Omnichannel Chat Channels
Select Digital First Omnichannel in the filter at right to learn more about this feature.
Agent-Initiated Outbound Messaging for WhatsApp Channels in Digital First Omnichannel
Select Digital First Omnichannel in the filter at right to learn more about this feature.

Cloud Storage Services

Enable Cloud Storage for Email
Logged emails and email attachments will be stored in cloud storage. This will affect newly logged emails after your tenant was updated to the Spring 2021 release. Existing logged emails will not be migrated to the cloud. You will be able to manage the lifecycle of these emails using lifecycle management rules.
Azure Custom Storage Availability
If you do not already use custom storage, you will be able to use Microsoft Azure as an additional custom storage option.
File State Change Events
Any time the state of a file is changed within cloud storage, an event will be created. This will allow accurate tracking of the journey of a file through cloud storage, from creation to archival/deletion.

Performance Management

The following features are expected to be released in June.
 
Some features may only be available for the new Performance Management platform. These are grouped in the "AX Only" section. If you're not sure which platform your environment is on, click your profile drop-down in the top-right corner within Performance Management. Your version is listed below your account name (as shown in the following image). Environments implemented prior to 2020 are being migrated to the new platform. Contact your Account Representative if you have not received communication on this initiative.
Enable Cloud Storage for Email
Your organization's email messages and attachments will be stored in the cloud. You will be able to apply conditions for active and long-term storage of email messages and any attachments. This will apply only to new emails after the feature is enabled for your tenant; older messages will remain on the file server.
Game Results on Wallboards
You will have the ability to display results of Gamification games on wallboards.
Challenges Tab Updated
In Gamification, the Challenges tab will offer additional information for challenges that are in progress
Digital Template
A default digital dashboard template will be available if you have purchased a digital integration to Performance Management. This dashboard will show your digital and ACD data in a single view. You will also be able to copy the dashboard and modify it to your specifications.
Automatically Join Players Setting
There will be a new Eligibility setting in Gamification. When selected, agents will not be required to join from the games module to participate. The setting will not be selected by default.
Games Module Copy Changes
The Games module will display the end date of a game interval and the game's end date.
Wallboard Sharing Limiting
New share settings will be able to limit who can see different Wallboards in the Launch Wallboard Menu. This ensures that users will only be able to see data that they have access to.
Agent Contact Performance BI Report  
This report will display an agent's performance from the viewpoint of a contact that the agent interacted with. Both ACD and digital data will be available in this report.
Revert Game Payout
You will be able to revert coin payout after a game is finished without creating a ticket.
New Share Option
When sharing, only the creator will be able to see and publish changes. The permissions access of the recipient is used to determine what is visible.
Performance Management (AX) Only
Queue Counter Module
There will be a new module to display real-time queue information at a glance.

Recording

Recording License
The Recording license, as it's known today, has been renamed Recording Advanced. Recording Advanced will enable you to record voice and screen. You'll be able to use the interactive search and playback experience that you are familiar with today. All current Recording users will be automatically moved to the Recording license.
 
We will offer a new license — Recording. This new license will enable you to only record voice (no screen). You'll only have access to basic recording features, such as recording policies, using the Contact History report to find and access interactions, and playing back interactions using the RingCentral Contact Center Player.
Contact your Account Representative for more information.
New Digital Channels
Recording will now support six additional digital channels: Apple Business Chat, Facebook Messenger, LINE Messaging, Telegram Messenger, Twitter Direct Messages, WhatsApp.
 
You will be able to:
  • Define recording policies to record agent screen activity while working on these digital interactions.
  • Search for these digital interactions.
  • View the digital interaction transcript and play back screen recording.
Configure Recording for Voice and Screen
Previously the Can be Recorded attribute was used to record the employee on voice and screen.
With the Summer 2021 release, the attribute will be split into Can be Recorded (Voice) and Can be Recorded (Screen).
 
These attributes will be visible only if your system includes Recording Advanced (for screen)/ Recording. These options will enable more granular control and flexibility over what can be recorded for an employee and played back.
 
For existing customers, both these attributes will be automatically selected. For existing customers with voice recording license, the Can be Recorded (Voice) attribute will be automatically selected.
Continue Recording Interactions for External Phone Numbers
For recording policies, a new setting will be available to continue recording an interaction when an agent transfers the call to an external phone number.
Playback Contact for an Elevated Interaction
You will be able to see the interaction journey and play back the entire contact for an elevated interaction. This way, you can play back or view the full contact in one player window.
Integration with Feedback Management
Customers with Feedback Management will be able to view the customer's satisfaction percentage in the Interactions application's search results. This percentage will also display additional information such as the survey score, the survey name and the survey channel.
 
There will also be a filter to limit your search results according to the CSAT percentage.
 
The CSAT information will be available if the customer answered the primary question (contact center satisfaction question) in the survey.
Player Enhancements
Enhancements for the Player will include:
  • While playing back a segment for a multi-segment interaction, you'll have an option to play back the entire contact.
  • In the Player, you must enable the Can view sentiments and categories permission to see the categories and sentiments for an interaction.
  • In User Hub, go to Admin > Security > Roles and Permissions, the permission is under Search & Playback > Player.

Dashboard

Widget Performance Updates
Loading data into ACD widgets added to the Dashboard will be streamlined for better load times and responsiveness.

Digital First Omnichannel

Management of Roles, Users, and Agent Occupancy Moved to Admin and ACD Applications
Management of certain actions will move from the Digital First Omnichannel Admin application to the User Hub Admin or ACD applications. This will simplify the task of managing users by reducing the number of places you need to go to configure settings. It will create a unified administration experience across interaction channels. These options will be removed from the Digital First Omnichannel Admin application:
  • The Add new role button and the edit role icon on the Digital First Omnichannel Admin Users Roles page.
  • The Edit assigned users button on the pages for each role on the Digital First Omnichannel Admin Users Roles page and the Roles Edit Role page in the Users section.
  • The Add new user button on the Digital First Omnichannel Admin Agents page.
  • The Intelligent routing > Agent occupancy option on the Digital First Omnichannel Admin page. You will be able to manage agent occupancy with Omnichannel Session Handling in the ACD application. This feature depends on unified routing.
New Data Download Report - Voice Agent Set for Digital
A new Data Download report will be available. The Voice Agent Set for Digital report will allow you to show the date during a given billing period when a voice agent was configured with a digital skill. This will allow you to reconcile your billing questions without having to request the information you need.
Improved Accuracy for Digital Contact Information in Dashboards and Reporting
Dashboards and reporting will more accurately reflect agent assignment on transfers, case unassignments, and reskills. Digital case and contact state data will be updated to improve the accuracy of information in dashboards and reporting for digital contacts. This will provide supervisors and managers more complete and accurate insights across all interactions, regardless of channel.
Digital Script Type in Studio
A Digital script type will be added to Studio. This script type will allow for scripting with Digital First Omnichannel, including CRM integrations and configuring screen pops. Use of this script type requires Professional Services assistance.
New Studio Action
Digital First Omnichannel will provide a new Studio action that will allow a customer to transfer a chat to any business unit or cluster on the platform.
Customer Authentication Enhancement for Chat Channels
Digital First Omnichannel will make consumer authentication available on its Chat channels. This includes both asynchronous Chat Messaging and Live Chat. You will be able to configure an OAuth endpoint for the channels. When customers contact you via a Digital First Omnichannel Chat channel, they will be authenticated. For customers using asynchronous Chat Messaging, Digital First Omnichannel will display any previous conversations between the agent and the customer. If they’re using a different device, all previous conversation will download to the new device. This will provide a fully asynchronous chat experience for your agents and customers who use Chat Messaging. It will also make all chat conversations more secure.
Agent-Initiated Outbound Messaging on WhatsApp Channels
Agents will be able to initiate messages to customers on WhatsApp channels in Digital First Omnichannel. This means they will be able to send outbound messages to customers outside of the 24-hour window permitted for conversations on the WhatsApp platform. Your agents will also be able to start conversations with WhatsApp customers they weren't previously in contact with. Customers will still need to have granted your organization permission to contact them through WhatsApp. This new ability increases the versatility of your WhatsApp channel, and expands the ways you can use it to reach your customers.
New Channel: Google Business Messaging
Digital First Omnichannel will support a new channel, Google Business Messaging. This channel will allow customers to contact your organization via chat from Google Search results and Google Maps. Thus, your organization will be available by chat to customers on Android or iOS platforms. It is a strategic customer care channel that can provide support and support-to-sales flows. It also provides an excellent connection to web-based marketing campaigns.
Chat Enhancements
The chat channel in Digital First Omnichannel will support pop-up and welcome messages. You will be able to configure different types of pop-ups and define the conditions that will trigger them to appear for customers. Digital First Omnichannel chat will use Google Tag Manager to collect data on customer actions while visiting your site, and then use this data to trigger different chat and message pop-ups. These enhancements will allow you to proactively reach out to your customers based on specific criteria.
Verified SMS Messages for Android
You will be able to configure Digital First Omnichannel to send verified SMS messages for Android customers. When configured, SMS messages will display message preview text, the Google verified symbol, and their organization's logo. This will improve engagement and transparency with your customers. Open and click-through rates four times better for messages with these features. This content will be visible to all customers using Android devices. For your customers using other mobile platforms, verified SMS messages will display in the standard SMS format.
Interaction Analytics Available for Digital Channels
If you have digital channels, you will have access to the same Interaction Analytics insights that are currently provided for omnichannel voice, email, and chat channels. The Digital First Omnichannel channels that will be supported are:
  • SMS
  • Facebook Messenger
  • WhatsApp
  • Twitter Direct Messaging
  • Apple Business Chat
  • Telegram Messaging
  • Line Messaging

IEX WFM Integrated

Employee Engagement Manager
The Employee Engagement Manager (EEM) add-on for IEX WFM Integrated will feature a new admin module. The new module will enable customer self-sufficiency and reduce the need for services. This release will also add bio-authentication to EEM. This optional feature will prompt agents when they log in to choose whether they want to use this form of authentication. EEM will offer self-service overrides for a multi-skill program. This will increase agents' use of self-service options and enable administrators to address staffing gaps for multi-skill agents. EEM will maintain IEX WFM Integrated schedule notes. This will allow continuity for all schedule and activity notes.
Management of Roles, Users, and Agent Occupancy Moved to Contact Center Admin and ACD Applications  
This UI change was not made: 
 
The Edit assigned users button on the pages for each role on the Digital First Omnichannel Admin Users > Roles page and the Roles > Edit Role page in the Users section.

Interaction Analytics

Addition of Digital Channels
If you have digital channels, you will have access to the same Interaction Analytics insights that are currently provided for omnichannel voice, email, and chat channels. The Digital First Omnichannel channels that will be supported are:
  • SMS
  • Facebook Messenger
  • WhatsApp
  • Twitter Direct Messaging
  • Apple Business Chat
  • Telegram Messaging
  • Line Messaging
User Interface Changes
Your experience will be more unified with interface updates that enhance the product look and feel. These changes will affect:
  • Filters
  • Widgets
  • Workspace Editor
  • Workspace Templates
  • Interactions Modal
AutoDiscovery
Analysts will be able to select an AutoDiscovery topic and use its phrases to create a new category, by selecting a category folder where the new category will be created, or add its phrases to an existing category by selecting a category to be updated.

MAX

SMS for Omnichannel Session Handling (OSH)
The native SMS offering will be available for OSH elevations. This will include elevations from SMS to phone and email as well as most other channels to SMS.
Log Out when Browser is Closed
There will be a new Role permission that will log out MAX agent sessions to when the browser is closed. This will ensure correct tracking of agent state and not route a call to an agent who is listed as available but has closed the browser without logging out.
Integrated Softphone Refusal Reason
When an agent does not accept an incoming call, the refusal reason will be displayed as "No Answer". This will ensure correct tracking and reporting.
End of Support for Internet Explorer in MAX
MAX will no longer operate in Internet Explorer (IE) beginning with the Summer 2021 release. Microsoft stopped supporting IE in November, 2020. MAX users will need to switch to a supported browser prior to this release.
 
If you need more time to switch browsers, you can enable the previous version to have continued access to the Spring 2021 version for a short time. After the Fall 2021 release, no version of MAX will operate in Internet Explorer.

Media Services

Native AMD Detection and Delivery
In support of the Personal Connection feature:
 
Answering machine detection and identification functionality previously available only through the Laydown action will be natively available in AMD Management. This will provide improved detection of answering machines and accurate delivery of messages without requiring a custom script. Functionality will be integrated into the NC_Placecall action.
New System Dispositions Indicating Blocked Robocalls
In support of the Personal Connection feature:
 
New system dispositions will indicate that a call was blocked due to suspicion of being an unwanted robocall. This will enable you to take corrective action to increase answer rates. These blocked calls are associated with the TRACED Act passed by the United States Congress, and the feature is available only in the United States.
STIR/SHAKEN Attestation
In support of the STIR/SHAKEN Personal Connection feature:
 
Your outbound calls will automatically receive a B-level attestation when originating from your network. RingCentral Contact Center will elevate validated caller ID numbers to A-level attestation. A-level phone numbers will yield higher answer rates. This will potentially improve business results as people gain confidence that they are not receiving unwanted robocalls. This is in compliance with new guidelines from the United States FCC, and the feature is available only in the United States.
Nuance ASR Engine 11 as Default
The system will use the Nuance 11 engine as the default ASR engine. This will allow further development and performance enhancements in the future. No updates to your scripts are necessary.
MRCPv2 as Default
The media server will use the modern MRCPv2 as the default protocol to communicate with Nuance ASR engines. This will allow further development and performance enhancements in the future.

Personal Connection

STIR/SHAKEN Attestation
Your outbound calls will automatically receive a B-level attestation when originating from your network. RingCentral Contact Center will elevate validated caller ID numbers to A-level attestation. A-level phone numbers will yield higher answer rates. This will potentially improve business results as people gain confidence that they are not receiving unwanted robocalls. This is in correlation with new guidelines from the United States FCC, and the feature is available only in the United States.
New System Dispositions Blocking Robocalls
New system dispositions will indicate that a call was blocked due to suspicion of being an unwanted robocall. This will enable you to take corrective action to increase answer rates. These blocked calls are associated with the TRACED Act passed by the United States Congress, and the feature is available only in the United States.
Native AMD Detection and Delivery
Answering machine detection and identification functionality previously available only through the Laydown action will be natively available in AMD Management. This will provide improved detection of answering machines and accurate delivery of messages without requiring a custom script.

Quality Management/Quality Management Analytics

New Filters in Quality Planner
When creating a quality plan, QM Managers will be able to query for interactions based on:
  • CSAT score—a percentage score or score range based on customer feedback.
Keep in mind, this filter will only be available for users with Feedback Management.
  • 6 new digital channels—the following channels are now supported:
  • Facebook Messenger
  • Twitter Direct Messaging
  • WhatsApp
  • Apple Business Chat
  • Line Messaging
  • Telegram Messaging
The digital channels visible in the QP will depend on which channels are supported in your organization.
New Digital Channels in Evaluations by Team Report
Users will be able to see average scores by digital channels in the drilldown for the Agent Summary widget in the Evaluations by Team report. The new supported digital channels are:
  • Facebook Messenger
  • WhatsApp
  • Twitter Direct Messaging
  • Apple Business Chat
  • Telegram Messaging
  • Line Messaging
The digital channels visible in the widget will depend on which channels are supported in your organization.
Assign Ad-Hoc Evaluations
Managers will be able to assign an interaction to a specific evaluator for evaluation, directly from the Interactions application.

Reporting

Business Intelligence (BI) Reports
Favorite Reports
Users will be able to define favorite reports in the Reporting application. Favorited reports will appear at the top of the Reports list, allowing users to find them quickly and easily.
ACD Prebuilt Reports
Some prebuilt ACD reports have been added to BI reporting. BI reports contain widgets displaying relevant metrics and charts.
 
Agent Contact Performance Report
This report will display an agent's performance from the viewpoint of a contact that the agent interacted with. Both ACD and digital data will be available in this report.
 
List of Teams Report
The new List of Teams report will provide an easy location to view all teams and their associated configuration.
 
List of Unavailable Codes Report
The new List of Unavailable Codes report will display a list of all default and custom unavailable codes and the configuration for each.
 
List of Campaigns Report
The new List of Campaigns report will display a complete list of campaigns that have been created and the configuration for each.
Interaction Analytics: Analytics Category Statistics
The Analytics Category Statistics report will allow supervisors or managers to follow up on their teams and agents' performance according to specifically defined categories, such as billing, tech support, etc. and can be used to improve customer satisfaction and operational efficiency.
Prebuilt Reports
Call Quality Explorer Report
Empirix Data, an optional add-on to this report, will be renamed Voice Diagnostics
Data Download Reports
Transfer Report
The Transfer data download report will show a list of contacts that have been transferred from one agent to another. This report will include participating agents, associated skills, and contact details.
Audit History Report
The Audit History data download report will show a list of all administrative changes that occur in the platform. Any changes to campaigns, skills, teams, and agents will be displayed here.
Voice Agent Set for Digital Report
The Voice Agent Set for Digital report will be a new Data Download report that will allow you to show the date during a given billing period when a voice agent was configured with a digital skill. This will allow you to reconcile your billing questions without having to request the information you need.
Data Connector
Data Connector
A basic data connection through the Performance Management servers will allow you to export data via API, SFTP, or email subscription. This may facilitate exporting non-ACD data to your external system, such as data from Engage QM Integrated. This data connection will not include access to the Performance Management interface.

Studio

Digital Script Type
Studio will add a Digital script type for Digital First Omnichannel integrations. This new script type will enhance scripting possibilities for digital contacts such as CRM integrations. Currently, work item script types with custom scripting are used for these integrations. Contact your Account Representative for more information, as these integrations will require Professional Services support.
Web-based Action Editors Check for Active User Sessions
Studio will prompt you to log in again if your session times out while you're configuring an action in a web-based editor. For example, if you were configuring a VoiceBot action through the Virtual Agent Hub and your session timed out, Studio would prompt you to log in again before closing the editor. Historically, work would be lost if a session timed out while you were actively working in these editors.
Dynamic Action Editor Titles
Titles of action editor windows will display the name of the action you're configuring. This will make scripting smoother as multiple actions can launch the same type of editor, and therefore could be mixed up. For example, the Play Properties editor launches from both the Play and Menu actions. If you have both of these actions in a script, you will be able to see whether you are configuring the Play or Menu action.
Global Downloads Page
The Software & Updates page will be reworked to be more standardized and secure for all users. When downloading Studio from this new global downloads page, users may need to select the Studio download that corresponds with their organization’s cluster. Contact your Account Representative if you do not know your organization’s cluster.

Supervisor

Context-Sensitive Help
There will be an icon in the Supervisor interface that will open the online help directly to the Supervisor section of information. This will make it easier and faster for users to find the help they need.

Workforce Intelligence

Restricted Access to Users Based on RBAC Settings
In areas of the Workforce Intelligence app where you can view or select users, you will see only users you're permitted to see. Below these lists and tables, you will see the number of users you have access to view in addition to the total number of users hidden from your view.

Workforce Management

Multi-skill Scheduling by Scheduling Unit
Managers will be able to create schedules for a single or multiple scheduling units using multi-skill scheduling. This will enable managers to optimize scheduling.
Filter Intraday Data by Scheduling Unit
Users will be able to filter in the Intraday Manager and view data for specific scheduling units. This will allow WFM managers to focus on their own scheduling unit KPIs and staffing.
Export Intraday Data
Users will be able to export Intraday Manager data to a CSV file for further analysis or custom reporting.
 
Exported data will include all metrics and columns, organized by scheduling unit and skill.
"What If" Forecasting
RingCentral Contact Center will offer WFM Advanced, which adds capabilities to meet more complex WFM needs.
 
"What If" Forecasting will be the first of many new capabilities to come with WFM Advanced. Contact your Account Representative for more information, or to upgrade.
 
While forecasting, managers will be able to create an alternate forecast by clicking the "What if..." button. This allows managers to make changes to the original forecast and see how these changes will affect scheduling.
 
Managers will be able to view the main and alternate forecasts in a grid or graph, and even view a comparison of both.
 
If the manager decides to use the alternate forecast, they will be able to save it as the main forecast.
Real Time Adherence Enhancements
Enhancements to the Real Time Adherence page will optimize the data displayed in the grid. Activities that are unscheduled or in adherence will no longer be included by default, allowing managers to focus on agents who are out of adherence, and take quick action.
 
Users will still be able to include these activities in the grid by selecting the Unscheduled or In adherence checkboxes.
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