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  1. Max Agent history list is too short and there is visibility to only 2 calls in the history list. We need the history list to be much longer please.

    5 votes

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  2. When in Trace mode and you detach the Variable pane from the Trace pane (there are now two windows) the Variable pane doesn't track. If you Click an app that hides the Trace and Variable windows then ALT-TAB or click the Trace icon in the Task bar only the Trace window appears. The Variable window does not. It also does not show up in the ALT-TAB task list.Please refer to this link to see what the customer wanted to happen: https://www.dropbox.com/s/8afly5y5pxui98f/2022-05-04_11-34-52-Studio-TraceVariableDoesnotShow.mp4?dl=0

    1 vote

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  3. Presently, the only option is to save and send to agent. It would be helpful to be able to just save to record data or also save and send to manager/supervisor.

    1 vote

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  4. Ability to view the total amount of evaluations completed based on the date range entered in Performance Monitoring.

    1 vote

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  5. Under the current design, if customer service representatives receive an email on a Friday and leave it in the shared 'Inbox' until Monday, then the SLA is negatively impacted. Request is to give clients the option to exclude weekend / afterhours from the SLA calculation.

    7 votes

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  6. After I load a list the only way to make a correction is to deactivate the list and reload a new list. It would be nice to have a UI that can be used to remove a record, edit a record (change SCORE),etc....

    1 vote

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  7. Almost all CC screens seem to be fixed size and do not expand as I expand the window. This is a common UI/UX feature in modern software.

    1 vote

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  8. Currently, we have to wait 5 Hrs. to extract report after 00:00 Hrs. EST to extract reports to get the right data. So, we are extracting reports at 5:00 Hrs. EST for the previous day which is too late. Can this be extracted at 1:00 Hrs. EST with correct data

    2 votes

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  9. For people who handle multiple functions within their companies, it would be nice to be able to create Contact Listings for specified customers/vendors to help with organization. For example: a segregated contact group for Customer contacts; a segregated contact group for Vendor contacts.

    5 votes

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    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  10. I want to request to have a KPI on Analytics for Disconnect Initiator. For us to be inform if the disconnected call happened on our side or on the customer side.

    5 votes

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    Under Review  ·  1 comment  ·  Other  ·  Admin →
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  11. Would like to assess calls using the forms generated within QM while doing observations while Live Monitoring A call

    10 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  12. Currently when a transfer is initiated, the receiving agent only gets info about the incoming consumer number and not about the agent who initiated the transfer. This means that to establish a full transfer to a new agent, it requires additional time spent communicating between the two agents either verbally or via message. This can also complicate the the agent's workflow, creating another point where human error can creep in which can cause a poorer customer experience. The simplest fix to this is to include both the transferring agent's details and the incoming caller's number in the prompt given to…

    1 vote

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  13. We have users that get calls and voicemails assigned to their custom personal queues and when they logout of MaxAgent for the day and still have calls/voicemails, it asks if they want to reskill them. We want to be able to toggle this so it does not prompt the agent so the calls stay in their own queue.

    1 vote

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  14. The way PC was designed a null value is provided for calls that get handled by the PC. While this seems ok our agents do work before the call is accepted and we need to give them credit for all the attempts that occur

    1 vote

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  15. We currently utilize different QA Evaluation processes for our new hires. There are multiple calls pulled for them earlier on. When using multiple planners for this, it causes issues with QA evaluations being duplicated. The system does not recognize that it has already pulled a specific call. An enhancement would be nice in where the system would be able to recognize if a interaction was already pulled and would avoid pulling it again and duplicating an evaluation.

    1 vote

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  16. A feature was added where you can click and replace an interaction with the click of a button. Currently the feature is pulling interactions from the day that the button is used. It does follow the criteria that is set in the planners, except that it pulls a new interaction from the day you are currently working. It does not seem to follow the time frame that is set for the planner and can pull calls from outside the window.

    1 vote

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  17. Useful for call centres displaying CC data on tv's around the office, utilising remote computers, Our current set up has a single device in the server room that pushes display out to TV's, this is not accessible by anyone outside of IT, however it will be sales supervisors doing the dashboards, they do not have access to server room so we will have to reconfigure to allow access to that machine. either embedded encryptes credentials in URL or a sharable link would be viable solutions

    7 votes

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  18. I have a small shop, and users go on unavailable but still are on call if the call volume spikes. Such users have to devote desktop space to have a MaxAgent window displayed, and the have to cast eyes on the same. Our last phone system had a setting where after calls are waiting 60 seconds, anyone signed in but unavailable got a popup notifying them of the need to take calls. I cannot describe how disappointed I am with this gap.

    2 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  19. 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

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  20. On the new employee section have it link to create a station ID, and the City State from the ACD section so that once we activate they are ready to go and when we deactivate we don’t have to do it in 2 places.

    1 vote

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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