1197 results found
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Skill Notification History report does not show user who uploaded call list when "auto-start" checkbox is checked.
There is a defect, where the Skill Notification History report does not show the User ID when a skill is started by the auto-start checkbox when uploading a call list. Therefore when reviewing the Skill Notification History report, when auto-start is selected, there is no evidence of what user uploaded the call list. I creaated a support ticket, but the ticket suggested that I create a "new idea" ticket. I think this is a defect not a new idea. Either way, hope that this gets addressed soon.
1 vote -
Follow the call journey from start to finish.
Provide the ability to access/download a report that shows the call journey from start to finish even if it is transferred back to the IVR and to other extensions.
3 votes -
Voice Broadcasting
We do a lot of outbound calling for our clients using Engage Voice. I would like to suggest a feature called Voice Broadcasting. Voice Broadcasting is a feature that would allow for a recorded voice message to be played while calling outbound whether the call is answered live or by voicemail. The other dialer we use in a separate bushiness unit has the ability and we would like to eventually use one dialer but cannot if this feature is not available. Please let me know if you need further explanation of what I'm suggesting.
2 votes -
Survey & Feedback after calls
We are requesting to have a survey email or Feedback email after the call ends. Once the call ends we would like an auto generated email sent to the caller internally.
7 votes -
WFM Pro - Meeting Scheduler - Recurring Meetings
It would be a huge time saver we would be able to creating recurring meetings from the meeting scheduler and then be able to edit a single occurrence or all occurrences in that series similar to Outlook meetings.
11 votes -
Allow requeued emails to keep their place in the queue
In MAX, when we requeue an email it puts the email to the end of the line. During our busiest season it's not uncommon for us to be 4+ days behind on responding to emails. When someone requeues an email, it could cause serious delays in the customer receiving a response. We'd like for requeued emails to keep their original place in line for when they originally entered the Contact Center.
5 votes -
Whats app voice into contact center
Curalink, would like to give their global customers a cost effective way for them to call. Sometimes their customers do not have international dialing plans on their cells or do not have cell signal but they have Wi-Fi access. Curaa link would like to give these customer the option to make a voice call over Whats apps, as this would also keep them in Hippa compliance.
1 vote -
Would like to gauge is how long someone spends in "available" codes vs "unavailable" with a break down of what codes they were
Hi, what I am trying to gauge is how long someone spends in "available" codes vs "unavailable" with a break down of what codes they were ....ex: 20 mins in break/1 hour in lunch/ 4 hours in availbable/inbound/etc
1 vote -
incoming calls sent directly to voicemail
Currently, an agent can be on a call with a customer. When a second call is inbound to that agents direct line or extension, the call that the agent is on gets quiet/muffled and a pop-up for the second inbound call appears. Ideally, the second inbound direct call would go straight to voicemail as the agent is not going to end the current call that he/she is on.
4 votes -
Realtime Dashboard Needed For The Agent Summary Report
A realtime dashboard to showcase the exact same metrics the Agent Summary Report Template shows will be helpful to monitor how many inbound and outbound calls each agent has taken so far in that given day, without the need to run that actual report constantly.
2 votes -
In CX1 Supervisor, Be able to active assign Skills.
In CX1, ACD, Skills or User, you can have a skill assign to a agent, but not activated. this makes it easy to active a skill for a agent when needed. In CX1 in Supervisor, When trying to do the same thing. the skill is not there in either assign or unassigned, and that is because it is assign to the agent, but not active, so when looking for the skill in ether assign or unassigned in supervisor, its not there! We are requesting in Supervisor to be able to control activating or not activating skills.
1 vote -
Change automatic default skill proficiency level
Currently, when you add skills to an ACD user, the skill is added at a proficiency level 3 by default. You can change it manually but it is not persistent; if you remove the skill and then add it back later it does not remember the previous proficiency level but again defaults to level 3.A better solution would be to allow admins the option to specify the default proficiency level for individual skills. That way, you could add new ACD skills to a user as needed without having to take the extra step of changing the proficiency level every single…
2 votes -
Requested reports for Historical reporting
Requesting a couple of report additions to the Historical reporting platform:1) Inbound Call Detail Download (from prebuilt) be added to Historical reports, with "Is Callback?" and "Agent Notes" fields2) Duplicate Inbound Call Detail Download report (with above additions) for manually dialed outbound callsThank you
1 vote -
Use RingEX minutes for contact centre outbound dialling
The request is for an RC Contact Centre agent to be able to make an outbound call via the RingEX platform carrier services.
13 votes -
Adjust the Default Subject Line for Emailed Chat Transcripts
When customers choose to have their chat transcript emailed to them after chatting with us the email that they receive has a subject line of "chat transcript" which can't be edited. We'd like to have the ability to customize this so that we can include our company name. For example, "Company Name Chat Transcript". It's common for companies to have a live chat system and it's unclear where the email is originating from at a glance with the current subject line.
5 votes -
Add Actual SLA to SLA ACD Widget on Dashboard
We'd like to have the option to note what our actual SLA is on the ACD Service Level widgets that we use on our Dashboards. As it stands it shows us if we're meeting SLA or not and how often but it would be a helpful reminder to show the actual SLA's that we have set.
5 votes -
Adjust the Default Font in MAX Agent Emails
Our company has a corporate font. We'd like to be able to set a default font for emails in MAX Agent to align with our companies branding. (we'd like it set to Arial / size: 11)
5 votes -
Ability to Adjust Column Size on ACD Widgets
We'd like to have the ability to adjust the size of the columns in our ACD widgets on our dashboards. Some columns are larger than needed and taking up valuable real estate so we'd like to shrink them down a little.
5 votes -
Enable Management of Stations via API
Currently, nearly all aspects of a user can be managed (created, updated, removed, etc.) via API. This allows for a great automation of users, despite the current lack of AD integration. Enabling the management of stations via API would allow for significantly improved automation and workflow design.
1 vote -
Interaction Issue Hot Button
The Interaction Issue Button would live on the Agent's Engage console. Whenever there may be an issue with an interaction instead of having to copy, paste or grab additional details about this interaction from a report and adding more time and resource needed to capture something so simple. This simple request would save RC resources time and energy with follow up (asking for details, chasing down details) and also your Customers. Plus there are some details that are not visible to agents which then means other resources are needed. A simple button would / could just capture all details (even…
18 votes
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