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86 results found

  1. Monthly view in schedule manager

    Be able to see annual leave and scheduled off phone activities on a monthly basis. Helpful for team leaders and managers to see a snapshot of all agents off within the month.

    5 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  2. 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.

    20 votes
    Future Consideration  ·  2 comments  ·  Other  ·  Admin →
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  3. 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
    Future Consideration  ·  2 comments  ·  Other  ·  Admin →
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  4. 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
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  5. 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
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  6. 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
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  7. 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
    Future Consideration  ·  1 comment  ·  Other  ·  Admin →
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  8. 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
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  9. Edit Completed Evaluation

    My team completes Call Monitoring and its extremely hard to do Call Monitoring in Contact center as you are not able to make an update to a scored evaluation once saved. There is no way to update if a rebuttal is received nor can we do internal QA without deleting the evaluation and rescoring the entire call. Please make the update to be able to edit as this item needs to be available to complete Call Monitoring.

    9 votes
    Future Consideration  ·  1 comment  ·  Other  ·  Admin →
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  10. QM - Editing a Submitted Evaluation

    If a user submits an evaluation, and they realize they made a mistake, they must wait for the agent to review the evaluation and ‘Request Review’. A user should be able to ‘edit’ the evaluation form without the agent having to take this step. The agent might be out of the office or can’t get to it right away. The user needs to fix the evaluation score immediately and not wait, so an edit option is necessary.

    8 votes
    Future Consideration  ·  2 comments  ·  Other  ·  Admin →
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  11. QM - Reports – Interaction and Evaluation Date

    Please add a differentiator in reporting so that the user can run a report based on the interaction date or the evaluation date.

    6 votes
    Future Consideration  ·  2 comments  ·  Other  ·  Admin →
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  12. Reporting for Current Time Zone

    Allow for bi reports to run reporting on current user time zone. When call interactions are recorded they are stamped with current time zone. When reporting is ran they are stamped with universal time zone. This is throwing off our QM reporting at the end of every month.

    4 votes
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  13. copy schedule without time off copying over

    I would like to be able to copy the schedules from one week to another without copying over time off. Just copy underlying schedules.

    3 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  14. Have the option to view as another user (security profile)

    It would be really useful if as a Super Admin, you had the option to view as another user's security profile. So, rather than having to change your own profile security level, you could view it as someone else, to check they have the correct access and or permissions. This would be useful on both Ring Central and Contact Centre.

    3 votes
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  15. QM - Calibration Tool - Can't See Calibrator's Forms w/ Comments

    When a calibrator submits their evaluation for a calibration, the calibration form is gone; it can’t be accessed anywhere. We should be able to see the different calibrators forms in the Calibration tool. All we see is the variance. We need to see each person’s forms with comments.

    6 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  16. QM - Feedback Comments - Punctuation Doesn't Carry Over from Word

    A user may need to type their feedback comments into a Word document first and then copy/paste into the QM Tool Evaluation Form. When we copy/paste from Word into the QM Tool, quotation marks and apostrophes disappear.

    2 votes
    Future Consideration  ·  3 comments  ·  Other  ·  Admin →
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  17. QM - Character Limitation

    When typing feedback comments in the Evaluation Form, there is a character limitation of 256 characters. It’s important to leave detailed feedback and limiting the characters diminishes the quality of the feedback.

    4 votes
    Future Consideration  ·  1 comment  ·  Other  ·  Admin →
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  18. The ability to set up certain skills/queues from allowing transfers

    We have several skills set up that do not have agents assigned to them so we have found several emails have been transferred to skills that don't have any agents. We are having to watch those skills and act if anything gets in there on accident. It would be much easier if there was a way to set the skill to not allow transfers.

    3 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  19. To allow a user to have the InContact SalesForce agent “lightning” dialer open and functional in multiple Salesforce browser tabs.

    When using the SalesForce “Classic” dialer, a user could open a new (Chrome) browser tab with the same Salesforce session, and then open the “Classic” SalesForce Agent InContact dialer on each active Salesforce tab. It is common for our users to open additional Salesforce browser tabs to complete different functions within SalesForce (ex: A customer record, a Gantt chart, an inventory record, Geo Portal, and potentially others)This was not an issue with the “Classic” Dialer However, with the “Lightning” dialer, the first instance of the dialer opens normally – And when a user opens a second (and additional) Salesforce browser…

    5 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  20. QM - Reports – Only Active Forms Should Display

    For reporting, inactive forms shouldn’t be on the drop-down list. This is too many to sort through. Please only reflect Active forms.

    4 votes
    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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