677 results found
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Add Location Information to DFO / Digital Channels
Adding Location and Country information to the interaction details displayed to agents would be helpful for some customers as part of the authentication process and to prevent fraud.
2 votes -
Add Blackout days for Timeoff
Have the ability to add blackout days so the system can automatically deny time-off requests if these dates are requested.
2 votes -
Add ability to search email transcript by keyword in Contact Center
Right now, you can only search through a pre-built report on Contact Center, called the Contact History report. Even then, not all agents have access to the reports by default. Our agents constantly look back at old inquiries for PO#s or invoice #s, tracking #s, so being able to search for a keyword is extremely useful. As of right now, we would have to know the date & time the email was sent, who it was sent to or who sent it, just to get a list of email contacts but you can't even see the transcript. You have to…
2 votes -
to have a +1 option for caller ID number
Requesting to have an option to have a +1 for the outbound caller id number. This will help with the number not to be tagged as spam or robo calls. This is currently a limitation on a feature
2 votes -
Why don't contacts have a fax number?
When I go to fax, it suggests using a contact, but what good is that if the contact doesn't have an associated fax number????
2 votes -
More Available Codes
We are running into issues with our team leads needing to be in available to take a supervisor call, but if the queue has calls holding, the supervisor will get the inbound call over the sup call. As for voicemails, we need an available status for working voicemails. At current state, the only way to listen to VMs is to be in available. But if we need the inbound calls answered before the VMs are worked, we can't without removing the VM skills from the rep. What we need is: Available, Working VMs - No External IB or Internal IB…
2 votes -
Hour of Operation Status Column for "Open" or "Closed"
Its really hard to tell which Hours of Operation are Open or Closed without clicking individually into each hours of operation individually.It would also be nice to be able to copy holidays over from one hours of operation to another.
2 votes -
My Zone / My Schedule - Show the name of the activity when it is a shift type
In My Zone / My Schedule, agents will see the title or name of any activities not marked as a shift type.However, if an activity is designated as a shift type, that activity name will not appear.So, when an agent is looking at their schedule/agenda, they may see a block of time with a certain color. Still, they cannot identify what activity is associated with that color if that activity is marked as a shift type. But, on the other hand, if the activity is not marked as a shift type, they will see the activity name.My Zone should be…
2 votes -
Allow Workforce Management (WFM) to Forecast Outbound Call Volume
Currently, WFM can only forecast outbound call volume when using an automated dialer. For customers who do not use an automated dialer but their agents make a large number of outbound calls, it would be beneficial for WFM to forecast the outbound call volume for scheduling purposes. In theory, the same data is available for inbound vs. outbound calls, and the request is for WFM to have the ability to include the outbound call data when forecasting.
2 votes -
Show complete list of skills when modifying the service level widget, adding ACD Skill filter
Details of the enhancement: When modifying the service level widget and adding the "ACD Skill" filter, the complete list of skills does not show.What is your use case and who is the user (agent, supervisor, customer, etc.) for your request? SupervisorWhat problem are you trying to solve or what problems does the current functionality cause? If you want to edit the skill list, it is not convenient if you are unable to scroll through the entire list.What steps did you take to get there?-Go to "Dashboards" module-Go to "Janet's Dashboard"-Find widget "Service Level"-Click 3 dots > Settings > Click drop-down…
2 votes -
Live CHAT Support
Useful to any live human being
2 votes -
QM - Calibration Screen – Needs Interaction Dates
Please add the Interaction Date to the Calibration Screen; see screenshot
2 votes -
QM - Feedback Comments - Punctuation Doesn't Carry Over from Word
A user may need to type their feedback comments into a Word document first and then copy/paste into the QM Tool Evaluation Form. When we copy/paste from Word into the QM Tool, quotation marks and apostrophes disappear.
2 votes -
Real time call monitoring in studio
Real time call monitoring in studio so they can see where traffic is flowing real time for troubleshooting purposes
2 votes -
Add the comments column in the schedule export report in NiC WFM schedule manager
By adding this column we can improve external reports
2 votes -
Update RingCentral agent availability statuses in Salesforce user fields
We distribute new leads to agents within Salesforce using load balancing and availability statuses. Our lead distribution tool can only act on changes to Salesforce fields, however. Currently, we can look at whether an agent is logged into Salesforce or not, but we would like to be able to see 1) if the agent is active in RingCentral, and 2) if they are currently on the phone. This would enable us to prioritize sending new leads to agents who are logged in but are not currently on a call, thus improving the likelihood of that new lead receiving a speedy…
2 votes -
Quality planner / Scorecard settings - Allow dispute to go to Another person
Quality planner / Scorecard settings - allows the person designing the scorecard to route to evaluator or one specified person. Desired state is to have the ability to route a disputed evaluation to more than one person.
2 votes -
Salesforce Adapter needs seach to be case insensitive
Corporate Directory search in the Salesforce Adapter is case sensitive. It needs to be insensitive to match Cmax client.
2 votes -
Salesforce Adapter shows inactive agents in search
Salesforce Adapter is showing inactive agents in search. It needs to hide these to match the CMax client.
2 votes -
Salesforce Adapter needs integrated softphone option
Salesforce Adapter needs to support the integrated softphone option the way CMax client does.
2 votes
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