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345 results found

  1. Have the option to have Call Queues show up as company contacts

    We are using a Call Queue for our IT Department Helpdesk. Right now, that contact doesn't show up as a company contact. On mobile, it shows up under Others, but that isn't really isn't ideal. I'd like to request having the option to include a Call Queue as a company contact. There should be something like a toggle switch in the settings of the Queue that would allow us to see this or not.

    6 votes
    Under Review  ·  1 comment  ·  Call Queues  ·  Admin →
    How important is this to you?

  2. Make a way to see what queues the agents are in from the service portal

    Make a way to see what queues the agents are in from the service portal.

    5 votes
    Future Consideration  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?

  3. Call Queue Hold Time Routing

    Would be nice to be able to route calls to an overflow queue when maximum hold time for the queue has been reached. Currently the only option is to send the call to voicemail. The ability to send the call to another call queue would be very helpful.

    10 votes
    Under Review  ·  1 comment  ·  Call Queues  ·  Admin →
    How important is this to you?

  4. Delete Call Queue Member Confirmation

    4 votes
    Under Review  ·  1 comment  ·  Call Queues  ·  Admin →
    How important is this to you?

  5. Call Queue Analytics > Agent "accepting calls" time tracking

    Customers need to be able to do ad-hoc reporting to determine when agents in a queue (or multiple queues) are available / not available (presence) AND "Accepting call queue calls" or not "Accepting call queue calls"

    8 votes
    Under Review  ·  0 comments  ·  Call Queues  ·  Admin →
    How important is this to you?
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