219 results found
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TTA acceptance time
Customer would like TTA on inbound calls connecting to agents to follow "max accept" time set on queue and not length of "agent whisper" audio file.
1 vote -
Allow the ability to view calls waiting in call queue outside of Contact Center
Create the ability to see what calls are waiting in the call queue for accounts other than Contact Center accounts that does not include in the Queue Pick Up detail.
Currently, the real-time dashboard is only available for Contact Center Accounts. However, other accounts that utilize call queues should also be able to see what calls are waiting in the queue.
1 vote -
inactivate worklfow
Currently, Workflows can be sorted by ACTIVE or INACTIVE, yet customers cannot deactivate the workflow/IVR itself.
Customer is seeking the ability to deactivate workflows/IVRs themselves.
1 vote -
Inbox export and bulk upload of keywords in Intent
We want to increase the bot containment rate and to do that we need to add keywords (customers are using) to the correct intents, so the bot can understand the customer message and send relevant answers.
Challenge: The Current process is to look each and every message in NLU inbox and tie it to the correct intent. This process is so manual and inefficient because there are hundreds of messages.
Feature Request: We want the feature to export the messages with intent from NLU inbox in an excel file and also do the bulk upload of the Keywords (messages) to…
1 vote -
Add historical call volume by day to the dashboard. Filter by any timeframe for any team.
Add historical call volume by day to the dashboard. Filter by any time frame for any team.
2 votes -
CC - NETWORK ASSESSMENT Test Portal
Network Test portal for cc Customers, great to prove our MoS score and Quality of service. 8X8 Example. - https://www.8x8.com/resources/voip-test?locale=uk
Talkdesk example. - https://networktest.talkdesk.com/?lang=en1 vote -
Digital Inbox Improvements
If no agent is available to accept a digital message, it ends up in the New Messages folder. Once there, any agent that has access can Engage, Recategorize, or Assign it to another agent (including themselves. Engage does not place the message in the Agent's active message thread list - it moves it to their "My Inbox" folder. Once there, the UI for interacting with the message is completely different than the UI for messages routed to you from the Queue. I can't access the Customer Card unitl I click on the Customer's name where I will see the customer…
2 votes -
Additional Customer Data In Web Chat Summary
Customer would like the ability to have their customer's store number transferred into the summary tab of a web chat window along with the URL of the website the chat came from.
2 votes -
combine Analytics page with Agent page- Less screens
Combine Analytics page with Agent page- Less screens
1 vote -
2 votes
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leads
when leads drop and we have to fetch it usually will freeze while dropping which would cause me not to get anything...
1 vote -
SMS Blasts
Outbound blast (via Textel); SMS SFDC Integration
2 votes -
Ability to Sort Digital Inboxes By date and time
Give the ability to sort digital inboxes by date and time in admin portal and agent interface.
1 vote -
Add Email template Tags for Customer Name, and notes to be automatically included in email templates
When creating an email template or automation, there is no available "tag" for call notes, customer name, or disposition type. So when sending a disposition email it has to be typed manually.
It would be great to include those as an available tag to save the agent time of having to type the same info multiple times when sending a disposition email with notes from the call.
2 votes -
Restrict Tags based on selected Disposition
Add a functionality that the available list of Tags on the softphone can be restricted by the selected disposition.
1 vote -
Improvements to Messaging visual library configuration
For Messaging visual library, the page would be much easier if there was a visual tool to configure the components. Attached is an example of how CXone are doing this
The boxes for code would also be much more usable if you could expand them as even the default code involves sideways scrolling, making for a high effort experience
1 vote -
Allow Agents to Pesent a Withheld Number
Allow CX agents to have the option to present a withheld number on outbound calls.
1 vote -
bulk assigment of callback to other agents or Queue
Hello Team, Supervisor/agent need to assign the callback to the different agent one by one. In our case every agent have approx 100's of callback. Can you open the features to assign this callback in below manner. 1. Assigning bulk callback to another agents 2. Assigning callback to the Queue & routing in round robin method.
1 vote -
Custom tokens in Voice Queue External App URL
Rather than create a whole Voice Script, we would like the ability to add a custom token from the routing (such as a customer ID from a CRM lookup) to the External App URL field within Voice Queues.
Currently there is a limited number of tokens available & our partner SE has advised that nothing is on immediate roadmap to address this.
This would be ideal for customers who just want a web page shown (such as CRM record) rather than an extensive script presented to the agent.
1 vote
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