393 results found
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Reporting for Contact Center Numbers in RCO
ability to track usage and trends of phone numbers that are assigned to contact center services, today we do not have this ability and cannot monitor usage for CC services easily.
19 votes -
Transfer to user's voicemail without ringing user from contact center
Our organization fields a number of calls that should be sent directly to a user's voicemail. Currently, our contact center agent has to either blind transfer the call to the user, or call them...confirm it's an unwanted call....then ask the user to not pickup the transferred call. Both options are not great.
4 votes -
QM – Evaluation Notifications – More Than One User
When a user submits an evaluation, only the person being evaluated receives the notification via the QM Tool that a new evaluation is ready to review. We should be able to choose additional people to receive a notification, like the agent's supervisor, for example. More than one person should be able to receive the notification.
15 votes -
Inbound blocked caller ID should display Blocked Call instead of company phone number
Currently, inbound calls to the Contact Center with no caller ID displays as our main company number. We would like to change this to display Blocked Call.
3 votes -
Contact Center - Disposition Coding Pop Up into window
To ensure the agent is coding the call and not getting lock due to not coding previous call. If the disposition window would pop up into its own window it would be more apparent the coding has not occurred. Reducing the time the agent it stuck because of not coding.
5 votes -
Quality planner in QM has limitations; unable to select an individual instead of a group.
Quality planner in QM has limitations; unable to select an individual instead of a group. You are unable to create an individual improvement plan for an employee. You only have the option to create plan's for groups. Workaround is cumbersome.
3 votes -
Quality planner - once an evaluation plan has expired, the plan disappears and results are not available
Quality planner - once an evaluation plan has expired, the plan disappears and results are not available. QM reporting limitations. 8 specific reports in pre-built and can be used in other RC platforms.Create reporting for this areaTemplate to automate extraction of raw data and export. This would be similar to the ACD metrics currently available.
3 votes -
Add inline images to the body of an email
Please allow images to show inline as this is very helpful for chronological screenshots. Having the images only as attachment is useless in this scenario.
1 vote -
Add a notification/chime feature to the MaxAgent call Deposition (where time can be chosen by user) that notifies user if they have forg...
...otten to complete a Deposition. If a deposition has not been completed within 4mins for example, a chime would sound or notification flash alerting user to wrap up their deposition.
1 vote -
Time off - view only team - not entire company
Is there a way to limit a manager to only see their team’s Time Off requests?
I created a “Sales Manager” role under Admin>Roles and Permissions and then went to ACD and Restricted Access and only selected their team but they still see time off requests for Claims employees.6 votes -
create a link with equisoft crm
similar to salesfore app you have
1 vote -
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 -
Salesforce Adapter does not allow the removal of Mask
The Salesforce adapter is showing the mask option even when it is disabled for the agent. It needs to hide this if it has been disabled in the agent role the way CMax does.
2 votes -
QM - Evaluation Notifications – Need Via Email
When a user submits an evaluation, only the person who was evaluated receives a notification, and it’s via the system, but not via email. I’d like to request that the system email the user an email notification that a new evaluation is ready to review.
12 votes -
QM - Bulk Delete Unused Interactions
Deleting unused interactions is time consuming and counter productive. A bulk delete feature would save time and make the process of searching for specific interactions more efficient.
6 votes -
Add contact center licensing in the IC portal
the only way to know how many licenses for contact center you own is to know it, there is no link or report to run. Please add this functionality.
10 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
1 vote -
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
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