973 results found
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Mute current call that came in as an incoming call but not mute for warm transfer
Mute current call that came in as an incoming call but not mute for warm transfer. A call comes in, we talk and it's determined that they need to be transferred. I mute that call so that in case they have new information to add like "I was able to get it to work now, I don't need a tech", I can hear them but they don't have to hear me typing and trying to find someone to help them. Then when I call the tech for the warm transfer, I should be automatically unmuted with this new connection instead…
2 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 -
Agent Login Time Historial report log time in a hours and minutes decimal instead of showing days hours minutes and seconds instead of s...
...howing days hours minutes and seconds.. I'd like to see about getting the Agent Login Time Historial report to show times with hours and minutes in a decimal format instead of showing days hours minutes and seconds. I have tried to change the format to both Decimal (1) and Decimal (2) neither of which changes it into the decimal format we need.
2 votes -
Engage Voice - Interactions Details Report - add ability to filter by UII
Please add the ability to filter by UII to report.Currently can only filter by UII Date, UII Time, UID. Exporting report into Excel as a "number, 0 decimal places" adds 0000s to UII, therefore changing the number and negates the ability to search for a specific UII.Thank you
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 -
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 -
Review Poly Blackwire headsets for approved list
Please review/evaluate the Poly Blackwire headsets (specifically the 3320) for possible approval for recommended headset list. Our teams work completely remote and as with most call centers, have a regular rate of turnover. Oftentimes, equipment is not returned. Therefore, we would like RC to evaluate the Poly Blackwire headset to be added to the recommended list of headsets as it is cost effective alternative to the higher priced bluetooth options.
3 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 -
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 Agent State Change Report to Historical reporting platform
This is another consideration for the historical reporting platform after the Prebuilt reports are gone. This report is very useful for the call center supervisors to get a granular detail of the agent behavior, especially when agents are being suspected of not adhering to call center expectations. A report of this sort is absolutely a necessity in a call center environment. Please add this report or similar to the historical reporting.If possible, please consider the addition of the ANI or Call UII (preferably both) to the report.
6 votes -
Agent Conduct Report updates please
As Prebuilt reports will be going away, we are looking for existing historical reports to replace what we currently use. We use several fields from the Agent Session Report Raw and would like to see those fields added to the Agent Conduct Report.Specifically, please add fields for these time buckets - Break, Away, Training. We have a custom bucket, IT Tech, which would be very helpful. Login and Logout time stamps would be great as well.thank you
3 votes -
Quality planner - add custom fields for headers
Adding custom fields for headers would significantly speed up the evaluation process. In our case, for example, we want to bring in business data - we have Ticket ID number from Zendesk.
1 vote -
Disable automatic playing of call recordings when clicking on the interaction
When a popup with the interaction recording open, from "Interactions", it automatically starts playing. When evaluating calls, evaluators need to quickly press pause. Default when opening the popup should be to have to press play to listen to the recording.
1 vote -
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 -
Lead search: Add the ability to exclude a state when searching
We would like the ability to exclude a state when searching for leads. Currently we can filter by state if we want to see a single state, but can not exclude a state.
4 votes -
Dialable leads, populate only what is available to be called.
Currently the dialable leads by time zone shows all leads loaded in the list, even states that were excluded in Dial Plans. We would like the dialable leads to show only what is available to be called, meaning it should not include any states excluded that day.
4 votes -
CXOne - Life Cycle Management - Rules
Please increase the max cap on the following restrictions under Life Cycle Management.+ Increase the rule limitations to be more than 10+ Increase the limitation of 10 skills max per rule+ Increate the limitation of 15 teams max per rule We are too large of an organization to be limited to these. These rules are dictated to support contract obligations and prevents us from fulfilling our internal and external needs. This also prevents us from expanding product offering and storage limitations....
11 votes -
Make a customer service phone number on your website obvious
It'd benefit everyone because we could actually get through to a real person in a timely fashion
1 vote -
Add fields from Prebuilt reports to Historical reports
With the sunset of Prebuilt reports, please add the following fields to the Historical reporting platform:"Agent Call Notes" and "Is Callback" from the Prebuilt Inbound Call Detail report."Logout DTS" from the Prebuilt Agent Session report
5 votes
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