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87 results found

  1. 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.

    3 votes

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    Future Consideration  ·  1 comment  ·  Other  ·  Admin →
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  2. QM - Request Further Review - Shouldn't Go Back to the Evaluator

    If an agent submits a ‘Request Further Review’, this means they are ‘Challenging’ the score and want it re-reviewed. Currently, the dispute routes back to the Evaluator. This shouldn’t go back to the Evaluator but to a third-party person, like the QM Manager or Supervisor.

    3 votes

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    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  3. Addition to Dynamic Address Book

    Agent's utilizing MAX agent address book would like to provide the DID / digital line number for external callers ahead of transferring to the employee.

    3 votes

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    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  4. QM - Calibration Screen – Needs Interaction Dates

    Please add the Interaction Date to the Calibration Screen; see screenshot

    2 votes

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    Future Consideration  ·  0 comments  ·  Other  ·  Admin →
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  5. Remove the ability for callers to select any extension when calling in.

    2 votes

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  6. Please reenable the Meetings tab in inactive users in ContactCenter.

    On August 28, 2020 this feature worked. On September 20th, 2020 I noticed it gone. Why was it taken away? I opened ticket 11493484 to have this repaired but now we're being told it is a feature request. This is so weird. This feature, that was there, allowed us to create users, get their meeting-ID and configure the meeting-id inside InContact call-center so the new agent (when they started) would be able to click a button to send a meeting request to the client on the phone. Now that work-flow is broken. Please bring this back...

    1 vote

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  7. Change the Green Bar to a clickable arrow in Salesforce Integrated toolbar for Contact Center

    The Green bar within the Salesforce Integrated toolbar for Contact Center is used to expose the call controls for the active call (see attached screen shot). The green bar only moves when the cursor hovers over the bar and goes back when the cursor is moved. This is causing confusion for agents when they use the app because often the bar doesn't move as expected when the cursor is hovered over the bar or is moved away from the bar.It would be easier to use if the arrow on the green box was actually a clickable field indicating whether to…

    1 vote

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