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  1. Currently, the RCO response post escalation is not sent back to the agent within Engage Digital. Also, there is no audit log being tracked to check if the message escalated via "ask the expert" has been reverted to track this functionality by supervisor/administrators and to close the loop.

    8 votes

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  2. Add the ability for an avatar at the agent / user level. Today, avatars can only be set on the channel level. Brands may have requirements that each agent can have a personal avatar. Typically this is seen in smaller sized companies, though can come up in larger institutions as well. While agents may not use their actual picture, stock images may be used to enhance the experience and give customers the impression they're having a personal conversation with a human.

    2 votes

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  3. The Salesforce adapter is showing the mask option even when it is disabled for the agent. It needs to hide this if it has been disabled in the agent role the way CMax does.

    2 votes

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  4. When a user submits an evaluation, only the person who was evaluated receives a notification, and it’s via the system, but not via email. I’d like to request that the system email the user an email notification that a new evaluation is ready to review.

    12 votes

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  5. Deleting unused interactions is time consuming and counter productive. A bulk delete feature would save time and make the process of searching for specific interactions more efficient.

    6 votes

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  6. My team completes Call Monitoring and its extremely hard to do Call Monitoring in Contact center as you are not able to make an update to a scored evaluation once saved. There is no way to update if a rebuttal is received nor can we do internal QA without deleting the evaluation and rescoring the entire call. Please make the update to be able to edit as this item needs to be available to complete Call Monitoring.

    9 votes

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  7. This feature can be helpful for larger BPOs. The specific ask is for the ability to segment custom fields by "source" in order to support these types of organizations.
    A few additional points:
    - Only relevant fields for the current customer are shown on a conversation
    - Data is segmented across a BPO's customers

    2 votes

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  8. 7 votes

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  9. If a user submits an evaluation, and they realize they made a mistake, they must wait for the agent to review the evaluation and ‘Request Review’. A user should be able to ‘edit’ the evaluation form without the agent having to take this step. The agent might be out of the office or can’t get to it right away. The user needs to fix the evaluation score immediately and not wait, so an edit option is necessary.

    8 votes

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  10. Add a comparator for the Custom Campaign Criteria Plans that would allow "Does Not Start With". A good example use case would be for filtering out specific area codes from your dial plan, while leaving others in that state eligible for dialing.

    4 votes

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  11. We would like to have additional control over passes regarding BUSY system dispositions. Ideally this will add BUSY to the list of selectable system dispositions that follow pass disposition rules set on a campaign.

    2 votes

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  12. Please add a differentiator in reporting so that the user can run a report based on the interaction date or the evaluation date.

    6 votes

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  13. Allow for bi reports to run reporting on current user time zone. When call interactions are recorded they are stamped with current time zone. When reporting is ran they are stamped with universal time zone. This is throwing off our QM reporting at the end of every month.

    4 votes

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  14. I would like to be able to copy the schedules from one week to another without copying over time off. Just copy underlying schedules.

    3 votes

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  15. add a new option or button to delete chat history from customer side

    7 votes

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  16. When searching and pulling calls from Long Term storage, the supervisor doesn't receive any notification that the calls are available to listen to. An email or notification that the call was requested for retrieval and when this is available to listen to would be an enhancement to the platform.

    4 votes

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  17. Within RingCX, it would be helpful to have the ability to have tiered dispositions. For example:
    Once an interaction has been completed, a drop-down list is provided to the agent to select a disposition.
    If disposition A is selected, then a 2nd drop-down window is presented to allow the agent to choose.
    If disposition B is selected, then a 2nd drop-down window is presented, different options from dispositions A, are presented to the agent.

    6 votes

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  18. At present in Pulse you can clone your own Pulse alerts, but when viewing other user's alerts, you are not presented with the option to clone. This makes the sharing of good configuration more difficult. Would be helpful to be able to extend clone ability to other user's alerts.

    5 votes

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  19. Currently, both Quality Management Analytics & Interaction Analytics only support English (UK & US). Additional languages requested are German, Castilian Spanish, Italian, and Portuguese.

    3 votes

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  20. Though there are other ways to accomplish this, many customers would like to have this functionality.

    3 votes

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