1329 results found
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Access to web service responses for agent scripting
Currently there is no way to get return data out of a web service to be used in an agent script.
2 votes -
3 votes
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5 votes
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IVR Detail Report Changes
When the call is transferred outside of the IVR (doesn’t matter if it’s PSTN, queue, etc.), the IVR detail report shows two rows for the call.
1 vote -
Ability to assign more than one web service to an event
Many APIs require an initial authentication call in order to make the main API request, which requires two API calls for an event.
3 votes -
Dashboard Access for Agents
This would be especially helpful for situations where everyone is working remote. The most important Analytics access would be to real-time reports, since agents may not need to view or download scheduled and historical data.
4 votes -
Access to debug logs for web services and agent scripts
Troubleshooting would be made easier with access to the debug results for web services and agent scripts
2 votes -
Holiday Handling in IVR
This process should be handled in the DATE TIME node, as opposed to using Javascript.
4 votes -
2 votes
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Better Text to Speech Functionality
Suggestion is to have TTS directly in the GET INPUT and PLAY AUDIO nodes.
3 votes -
Timeout codes for Web Services and WWW Nodes
When a WWW node times out there is no reason code in the debug. It would be helpful to see the reason code so that it can be determined why it’s not working.
2 votes -
Star key DTMF Processing
The system currently sees a * keypress as a terminator. But there are customers who are using the * and # keys in their IVR menus and this does not work for their needs.
4 votes -
Partners super-user access for just accounts assigned to
Our partners need to be able to edit all parts of the system for their accounts, but we don’t want to be giving them full super-user access. We need a way to give them super-user access at a single account level.
2 votes -
2 votes
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Staffing Available for individual WEM Skills
Provide the staffing numbers (Scheduled, Required, Variance) by interval in the Intraday Manager down to the WEM skill level. Right now it is useless to me since I have multiple WEM skills across multiple departments.
4 votes -
The ability to set up certain skills/queues from allowing transfers
We have several skills set up that do not have agents assigned to them so we have found several emails have been transferred to skills that don't have any agents. We are having to watch those skills and act if anything gets in there on accident. It would be much easier if there was a way to set the skill to not allow transfers.
3 votes -
Supervisors to be able to reprioritize emails
Request is for the ability for Supervisors to have a method to reprioritize or transfer the email.
2 votes -
Add the ability to create structured messages directly via Admin UI (User Interface) within Engage Digital
Idea is to create and add structured message templates (Quick replies etc.) directly using Engage Digital UI at least for first message/OOO rather than having to leverage APIs.
7 votes -
Pulse - Clone other user's pulse alerts
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 -
Option to make Transitioned Leads COMPLETE once dispositioned without Requeue = Yes
Add the ability to set leads that are transitioned to another campaign as a Copy complete so they are not dialed again from the original campaign. Currently, the transition disposition needs to be set to Requeue = Yes in order for the lead to be eligible for dialing in the new campaign, which makes the original lead Requeue as well. With Requeue = No on transition, the copy lead will not be made ready to dial immediately in the new campaign.
2 votes
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