128 results found
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Build an Agent Console for RCCC that is embedded into RCV
This could be used instead of using MAX in its own browser window
5 votes -
Add CCaaS to VGE
The request is to have CCaas included in VGE.
1 vote -
Reducing Effort in Contact History Report
When entering a master ID in the contact history report, users have to click Run Report instead of being able to just hit return.
2 votes -
Enable OSH with Personal Connection Priority Blending
There are customers with Personal Connection Priority Blending capability who would like to add additional functions to their agents. For example, they may want to introduce web chat but would need OSH with omnichannel agents.
4 votes -
Show reporting on Abandoned calls for non full Admin users
Some customers use RCCC in various parts of their business who should not have a view of each other. However, they cannot see Abandoned calls in Reporting as these aren't assigned a team / campaign. They can only do so when All & Future is enabled from the role & permission.
1 vote -
Include QM Question Detail into QM Reports APIs
Many customers have their own APIs for data warehousing. There is an API for QM data but it is missing Question Detail data that they also need.
2 votes -
Combine both mandatory disposition & ACW time
At present, you can either set a disposition in a skill to be mandatory, or provide a timer for after call work. Some customers have requested the ability to make a disposition mandatory & also count down the ACW rather than one or the other. The ability to provide a default disposition to be used if timer ends before a disposition is entered would be helpful as well. Ideal Scenario: Agent is mandated to provide a disposition, but after call work is timed.
1 vote -
Export Reports to Google Sheets
Request is the ability to export a canned, ad-hoc, or custom report from Contact Center to Google Sheets.
InContact > Reporting > Export to Sheets2 votes
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