394 results found
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QM Pro - Ability to see skill on Interaction when evaluating
When performing and evaluation from an Interaction it would be great to see the Skill Name in the Interaction details.
7 votes -
QM - Allow deletion of evaluations without agents having to acknowledge them
Right now, evaluations that are submitted can only be deleted if they are completed or auto acknowledged. It would be great to be able to delete evaluations regardless of the status (e.g., when they're sent to an agent but before the agent acknowledges it)
4 votes -
Adding Personal Emergency Response Locations on User Settings Template
Please update User Settings Template and Personal Emergency Response Locations so we can set up bulk Personal ERL by using the template
1 vote -
Error message needs to inform error reason for cannot disable user
When disabling a User CC gave me an error without telling my why. The reason ended up being the User was a manager and I needed to remove her from the slot.
1 vote -
Disable Ability for Users to Connect to a Google Account.
Honor Credit Union does not want their employees to connect their MVP or CC users to their Google accounts.
12 votes -
View additional metrics without Performance Management add-on
Rep Performance: Support representatives need to have real time access to their performance data and quality management data. I need a dashboard that shows me the number / quantity of contacts I’ve handled and I want to see my quality scores for those contacts. At any given time, I want to be able to take control of my own development by reviewing my data. Quality Management: As a representative, I want to be able to see specific quality form questions that I need improvement on. If I’ve had 10 evaluations, I want to see my performance for question 1 summarized…
10 votes -
Allow Agents to Schedule Commitments for Skills Not Assigned to Them
Our Customer Support team is providing support for 10+ product lines and we have ACD skills for each as not all agents are experts in each product area. We'd love for our agents to be able to schedule a commitment for a skill that they aren't assigned to so that if they have a customer on the line that would be better assisted by an agent with another skill, but they are unavailable we could have them schedule a commitment for a later time. As it is, you can only schedule commitments for skills that you have assigned to yourself.Having…
11 votes -
New Metric on Reporting to Show Who is Clicking on +1 Contact
We enabled OSH and allow our agents to request more work when able. What we can't see from reporting is how frequently an agent is clicking on the "+1 Contact" to request an additional piece of work. We'd like to have this metric included on a report so that we have better visibility into which agents are actively asking for more work.
11 votes -
MAX Agent chat: prevent chat from auto scrolling when customer is actively typing
When in a chat with a customer, you can't scroll up to view the messages that the customer sent while on hold or earlier in the chat if they are typing a message. When you try, you are consistently forced back to the bottom of the chat where the customer is typing a message.
7 votes -
MAX Agent Chat: prevent static quick replies from automatically sending once selected
When inserting a Quick Reply into a chat in MAX Agent, if it's not dynamic, once selected the Quick Reply automatically sends without allowing you the ability to make any adjustments (to personalize more for example or to only select a certain line vs. an entire paragraph). It'd be useful for us if the Quick Reply was inserted into the text bow where we normally type our reply before sending so that we could customize it.
If we manually copy/paste the Quick Reply, it comes over in a different text which required additional formatting and is time consuming.
7 votes -
Ring Central Contact Center Voice
Users find the auto answer feature answers to fast. It would be good to have a option of a timer or 4 / 8 /12 seconds answer time.
2 votes -
Request to Restrict Access to Interactions to a Smaller Group than entire a Team or Self
This is specific to QM recording. With a requirement to provide access to only particular team members for training purposes, to live monitor or playback recordings via Interactions, but not grant access to all team members (just those who are trainers and those who are in trainees). Although you can create a view, you can’t provide access smaller than to a particular team. Similar to “Groups” for adding only certain team members to a recording policy, we seek the same more restrictive access for our trainers and trainees to recordings, so that we could provide them access to only certain…
13 votes -
WFM Pro - Display Remaining balance in Hours instead of days
In time off rules, it would be much easier to manage if the time allotments were in hours instead of days, or at least be able to set the preference. As team members use partial days of an absence type, it becomes more complicated than it needs to be in trying to convert fractions of a day to hours to help them understand how much time they have remaining.
3 votes -
Caution message before closing chat window prompting customer to save chat transcript
Customers have the option to download a chat transcript or have one emailed to them. Many times our customers choose to download the chat transcript but then don't save it before closing the chat window and lose the transcripts. They then need to contact us again to request that we resend them the chat transcript which is very time consuming. We'd like to see a caution message show up that asks them "Make sure to download your chat transcript or have it emailed to you before closing this window".
6 votes -
MAX Agent: Customize layout size when taking multiple chats
When working on 2+ chats in MAX Agent, we can't customize the width or size of the windows that appear side by side or the size of the Quick Replies area. We can adjust the browser size completed, but we'd like more customization options to suite an agents personal preference of the layout in MAX Agent.
6 votes -
Add Ability to Block Phone Number as Admin Instead of in Studio Script
As a contact center, the ability to block phone numbers is a necessity of doing business. The ability to block a phone number quickly is also critical, since the call may be at best disruptive to agents and at worst create unsafe conditions (e.g. if the caller is abusive). Right now the simple task of blocking a phone number requires technical expertise to access and edit live production scripts in studio. This is not an acceptable solution for organizations where customer service managers need to act quickly on behalf of their team. It would be a huge improvement to create…
3 votes -
Do not Display the 'agent has left the chat' Message on Chat Transfers
When an agent transfers a chat to another skill or to another agent directly the customer sees the message "agent has left the chat". Is it possible to not have this show to the customer as it is misleading since there is a transfer is progress and it almost makes it sound like the agent left the chat and there isn't a new agent available to help them.
10 votes -
Store CNAM of incoming ANI in variable - Contact Centre
When a call arrives in the Contact Centre, there are a few variables that Studio picks up about the incoming call, such as it's ANI, City, State, Country - but for whatever reason, the CNAM (Caller Name) is not captured.I would like to see CNAM be captured in a Studio variable so that it can be used or passed to the agent accepting the call.
1 vote -
Contact Center IVR press path summary analytics
Currently available reporting for CX1 contact center analytics provide code based detail of call path through the IVR. It would be much more useful to see summary data on the number of calls entering a particular IVR path in a given time frame, the number abandoning from that path, and the number requesting an agent from that path.
1 vote -
Ring Central Contact Center My Zone Recent Interactions
Add the ability for the My Zone to see the Customer Info. We have team members that may need to look at their history, and do a call back. Nice to have all in one location for team members.
1 vote
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