1046 results found
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Combine both mandatory disposition & ACW time
At present, you can either set a disposition in a skill to be mandatory, or provide a timer for after call work. Some customers have requested the ability to make a disposition mandatory & also count down the ACW rather than one or the other. The ability to provide a default disposition to be used if timer ends before a disposition is entered would be helpful as well. Ideal Scenario: Agent is mandated to provide a disposition, but after call work is timed.
1 vote -
2 votes
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Do not end an email after forwarding it.
We are starting to see that with our agents, for internal support and training, it would be very beneficial if we had the option to not end an email after forwarding it in the Max agent. Our agents are forwarding the emails to their supervisors for support, to ask a question about something in the email, and it ends the email (We're not liking this). We can also see this being beneficial with internal training.
1 vote -
Please reenable the Meetings tab in inactive users in ContactCenter.
On August 28, 2020 this feature worked. On September 20th, 2020 I noticed it gone. Why was it taken away? I opened ticket 11493484 to have this repaired but now we're being told it is a feature request. This is so weird. This feature, that was there, allowed us to create users, get their meeting-ID and configure the meeting-id inside InContact call-center so the new agent (when they started) would be able to click a button to send a meeting request to the client on the phone. Now that work-flow is broken. Please bring this back...
1 vote -
Change the Green Bar to a clickable arrow in Salesforce Integrated toolbar for Contact Center
The Green bar within the Salesforce Integrated toolbar for Contact Center is used to expose the call controls for the active call (see attached screen shot). The green bar only moves when the cursor hovers over the bar and goes back when the cursor is moved. This is causing confusion for agents when they use the app because often the bar doesn't move as expected when the cursor is hovered over the bar or is moved away from the bar.It would be easier to use if the arrow on the green box was actually a clickable field indicating whether to…
1 vote -
Export Reports to Google Sheets
Request is the ability to export a canned, ad-hoc, or custom report from Contact Center to Google Sheets.
InContact > Reporting > Export to Sheets2 votes
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