99 results found
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Audit Trail Report on Manage admins website
I want to know what my admins do inside the https://portal.vacd.biz/manage site.Monitoring calls, running reports, pausing leads. Listing their name, date of action, type of action. They have access to a lot of information in the manage portal so we need to know what they were looking at and when. This should be a real detailed report available to see.
2 votes -
Add RCO response and Audit Trail Log for "Ask the Expert" functionality within Engage Digital
Currently, the RCO response post escalation is not sent back to the agent within Engage Digital. Also, there is no audit log being tracked to check if the message escalated via "ask the expert" has been reverted to track this functionality by supervisor/administrators and to close the loop.
8 votes -
Add avatar support at the agent level
Add the ability for an avatar at the agent / user level. Today, avatars can only be set on the channel level. Brands may have requirements that each agent can have a personal avatar. Typically this is seen in smaller sized companies, though can come up in larger institutions as well. While agents may not use their actual picture, stock images may be used to enhance the experience and give customers the impression they're having a personal conversation with a human.
2 votes -
Ability to create custom fields by source
This feature can be helpful for larger BPOs. The specific ask is for the ability to segment custom fields by "source" in order to support these types of organizations.
A few additional points:
- Only relevant fields for the current customer are shown on a conversation
- Data is segmented across a BPO's customers2 votes -
7 votes
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Add "Does Not Start With" Comparator to Custom Campaign Criteria on Engage Voice
Add a comparator for the Custom Campaign Criteria Plans that would allow "Does Not Start With". A good example use case would be for filtering out specific area codes from your dial plan, while leaving others in that state eligible for dialing.
4 votes -
Position in Queue Announcement
In addition to the "expected wait time," there should also be a feature option to "play position in queue." This should allow for some customization/configuration, whether that be voice styles, language, etc.
13 votes -
Automatic hold for warm transfers using integrated phone
Many customers would like to have a warm transferred call automatically put the far end on hold. This functionality is available within agent scripting. However, some customers use the RingEX extension integration which would require the agent scripting to use webservices. This change would give customers the ability to choose how they would like to handle warm transfers on a queue/campaign level and would alleviate the lift required to mimic this functionality.
5 votes -
Tiered Dispositions
Within RingCX, it would be helpful to have the ability to have tiered dispositions. For example:
Once an interaction has been completed, a drop-down list is provided to the agent to select a disposition.
If disposition A is selected, then a 2nd drop-down window is presented to allow the agent to choose.
If disposition B is selected, then a 2nd drop-down window is presented, different options from dispositions A, are presented to the agent.5 votes -
Engage Voice - Campaign Disposition Rules
We would like to have additional control over passes regarding BUSY system dispositions. Ideally this will add BUSY to the list of selectable system dispositions that follow pass disposition rules set on a campaign.
1 vote -
Update Custom Caller ID Bucket's granularity and lifecycle flow
The ability for a more granular creation of a caller ID bucket would be very helpful. This could include additional numbers for a given state and the ability to 'phase out' a bucket over a period of time.
1 vote -
The auto Disposition option needs to change agent to an on -hook aux state
We would like to use the auto dispotion feature but we need the agent rolled into an aux code that would not be available .
2 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 -
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 -
Better Text to Speech Functionality
Suggestion is to have TTS directly in the GET INPUT and PLAY AUDIO nodes.
2 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.
2 votes -
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.
2 votes -
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 -
2 votes
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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
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