391 results found
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Max Agent - Notifications clearing
It would be good for agent notifications to disappear from the notification view when read as it makes it difficult to see which notifications are active and relevant
3 votes -
Add skills to dispositions
At the minute when you create a new disposition to add it you have to go to the skill you want it adding to and add it there. If you are only adding 1 disposition and want it adding to all your skills this in incredibly time consuming and inefficient. It would be great to have the ability to add skills to the relevant disposition once it is created.
1 vote -
MAX Agent: Ability to surf an inbox
Would like to have the ability to 'surf' an inbox like we can do in Outlook and other email applications. We know that DFO offers this type of functionality however DFO doesn't offer a CRM integration which we need. We'd like the ability to be able to do this within MAX Agent without needing to use DFO.
5 votes -
WFM Pro - ability to schedule breaks /lunches after meetings or other work has been added
To have the option that the automatic scheduler can schedule breaks and lunches after the team has inputted any manual meetings/off phone work. MTVH has a lot of off phone work which is manually scheduled in after the shifts have been scheduled. Some manually added work can be scheduled over break - this then overwrites all the breaks/lunches that have be automatically scheduled. The WFM specialist then has to add lunches and breaks back manually at indivdual level - which causes a lot of extra time for me to schedule. It would be a great help if the tool had…
9 votes -
MAX Agent: Ability to reply and also forward email
We'd like the ability to reply to an email but then also forward an email. Within MAX, once you respond or forward the email disappears and you can't take a second action. Our use case for wanting this is so that we could respond to our customers with a 'thank you' type message and then also forward the email onto the correct department.
5 votes -
Adjust notification noise in MAX Agent
We'd like the ability to adjust the notification alert sounds within MAX Agent. Currently, some reps find the alert alarming, loud and don't care for the tone and would prefer to have options to customize the notification sounds to suite their personal preference.
5 votes -
Email Notification when IVR Phones Are Turned On and Off
Email notification can be set up when Hours of Operation are changed for Contact Center so that teams can be notified of such changes for awareness.
1 vote -
Max Agent Client - accepting calls dialog box to appear in different area
Customer service agents get the call prompts in the same area as windows notifications and makes it harder to answer call. Adjusting how many seconds it will appear for call to be accepted
1 vote -
Call Quality Report for Incoming Calls
Have a report to understand call quality phone calls coming into IVR. Better understand or be able to search for a contact id and see the quality of the call
1 vote -
MAX Agent Emails - Increase File Attachment Size
We'd like to be able to attach files over 10 MB to emails in MAX Agent. We have resources that large that we need to be able to send to our customers but we're unable to. When an agent tries, they see the message "Attachment Too Large".
6 votes -
Add Searchable CRM field on Evaluation Form
As an evaluator completing an evaluation form, I want to be able to see a searchable CRM field on the evaluation form. It's critical that I monitor the case in CRM that corresponds to the interaction. I want to efficiently launch the case, the interaction, and the form from one place.
8 votes -
The ability to edit evaluations sent to agents before they are acknowledge/challenged.
Reduce the trunaround time on when the task is completed.
4 votes -
When evaluating, to have the ability to edit comments, once saved.
Allows evaluators to be more efficient when needing to make an update.
5 votes -
WFM Pro - Display Remaining balance in Hours instead of days
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 be in trying to convert fractions of a day to hours to help them understand how much time they have remaining.
2 votes -
Extending the 90 Day Limitation for showing Vacation requests in Manage Request and Agent MYZONE
It would be helpful extending that 90 day system limitation to 365 days as our Agents are required to put in there vacation requests up to a year early.
1 vote -
Add Metrics and Data Values in Custom Reports
Customer wishes to request capability of adding additional fields or values in custom reports/report templates whether it be from their end or through the Professional Services team as it would be useful for them to generate reports suited in their business
2 votes -
Add Ability to Block Phone Number as Admin Instead of in Studio Script
As a contact center, the ability to block phone numbers is a necessity of doing business. The ability to block a phone number quickly is also critical, since the call may be at best disruptive to agents and at worst create unsafe conditions (e.g. if the caller is abusive). Right now the simple task of blocking a phone number requires technical expertise to access and edit live production scripts in studio. This is not an acceptable solution for organizations where customer service managers need to act quickly on behalf of their team. It would be a huge improvement to create…
2 votes -
IVR: Create new industry standard for escalations (#ESC / #372)
During the recent townhall in London, the focus on customer experience (both RC customers and the customers engaging with our customers through RC technology) caused me to think about how to make large impactful changes that could shape the industry.It made me wonder if there had been any thought about an AI-powered experience that could determine poor experience for customers dialing into IVR / call centers powered by RC and both "save" the customer for our customer while improving the implementation over time for RC customers.As someone who spends way too much time calling vendors to sort out things, the…
1 vote -
WFM Pro - Ability for skills in ACD module and WFM skills to sync.
It would be great for staffing and data integrity, if when an agents skills are updated in the ACD module, that would get reflected in what WEM Skills that they are associated with so that if they get added/removed from the skills that the system uses to deliver interactions, it would reflect in the staffing headcounts without manually having to try and maintain that.
12 votes -
WFO Pro - Option to customise Service Level Calculation
The system uses the Service level for forecasting and scheduing. However not every business applies the same Service Level calculation. MTVH uses "number of calls answered as a percentage of all calls offered" . It would be a lot better if the company could use the SL calculation which the targets are measured against for their schedules and forecasts.
7 votes
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