914 results found
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Object and Meta Data tagging capabilities of our call recordings so we can set specific retention policies by Team in our custom storage
Request a feature for object tagging capabilities of our call recordings so we can set specific retention policies by Team in our custom storage bucket.
8 votes -
Pre-Chat Survey Email Address Field Applied to Chat Transcript
With our current set up, customer enter their email address into the pre-chat survey. After their chat concludes they get the option to download the chat transcript or to have it emailed to them. They are required to re-enter their email address in order to have the chat transcript emailed to them. This seems like duplicative work on behalf of the customer since we've already obtained their email address in the pre-chat survey.
4 votes -
Exclude System Generated Messages in Chat Transcript
We'd like to have all of the system generated messages excluded from chat transcripts. If a customer is waiting for an agent to become available for a while they will see several rounds of "please hold" and "your next in line" type messaging. While the customers is waiting it's helpful to see informative messaging but when in the chat transcript it adds extra 'clutter'. Here is an example of the system messages that I'm referring to that we'd like excluded from chat transcripts: System - I am looking for a representative to chat with you. While you are waiting, could…
4 votes -
MAX Agent Email: 'System' Font is the Default Font but Not an Option to Select in Email
Email's come into MAX Agent with a 'system' font however that is not a selectable font while you are working in the email. Currently, you only get 5 font choices and system isn't one of them. If I copy/paste something it only offers to paste it as it rather than match the font so I then have to highlight the entire email and change to a different font so the font can match all the way through, and all things pasted that show in a different font, size, color, etc. and that doesn't appear professional and so it takes extra…
4 votes -
Add Actual SLA to SLA ACD Widget on Dashboard
We'd like to have the option to note what our actual SLA is on the ACD Service Level widgets that we use on our Dashboards. As it stands it shows us if we're meeting SLA or not and how often but it would be a helpful reminder to show the actual SLA's that we have set.
4 votes -
Ability to Distribute all Forms to Evaluators at Once
As a quality manager, I want to kick off a quality plan and distribute all of my forms to evaluators at once. My evaluators schedule blocks of time to complete forms, and would like to work through all of their assigned evaluations in a single day. Today, I have to wait for the system to randomly distribute forms and my evaluators must constantly check in on notifications or the my tasks page in my zone.
4 votes -
View Priority Comparison in Minutes
On the ACD skill details tab, I'd like to have an option under 'Priority Comparison' to compare skills using minutes vs. seconds. This is a very insightful tool and I'd like to be able to look at this for different time frames without needing to convert minutes to seconds.
4 votes -
Re-route committed callbacks to the skill, or to agent at a later date
Currently, if an agent has a commitment scheduled for themselves (and not their skill), and they're unavailable to take the call at the committed time, the commitment will be broken and the customer will not receive a call. Instead, the commitment should either (1) route to the skill automatically as a backup or (2) route to the agent when they become available. Both options are better than having the customer not be called back!
1 vote -
Secure IVR credentials
We need the ability to securely encrypt credentials within IVR scripts that access backend data systems.
1 vote -
Allow for export of all raw data to Microsoft BI
This should not be overly complicated, we should be able to pull all the different tables from Engage Voice to create our own reports and analyze the data through Microsoft BI. This would make a tremendous boost to every client of yours ability to analyze data.
3 votes -
EV reporting add Disconnect to the Disposition list
On the Engage Voice platform in reporting deflected means an incoming call that was disconnected by the system before reaching an agent. This could be because the call was redirected by an IVR, DTMF event, or because a queue event was configured to terminate the call. Or in simpler terms is that it catches all which indicates there was a problem. If a caller got connected to an agent but the caller hung up fast it shows as deflected, but it should say caller disconnected. There should be a difference deflected and disconnected by the caller if the call did…
3 votes -
Reporting separate numbers from one IVR
I am requesting to see if we can run a separate report from the same IVR. I have 3 phone numbers that are tied to one IVR and would like to report the activity and KPI for each phone number.
2 votes -
WFM Pro - Ability to generate a new schedule for one or selected team members.
It would be great to be able to have the ability to have the system generate new schedules for one or just selected team members versus having to generate it for the entire scheduling unit each time. This flexibility would be beneficial in instances where a team member may change shifts or a rotation may be off and save a lot of copying shifts around.
8 votes -
Add Functionality to set the CallerID to a non-phone number (ex. a String of characters)
When our Call Center reaches out to our customers, the number appearing on their phones is not known to them. If we had the ability to change the CallerID to a string (The name of the company), we believe customers would be more willing to answer that call.
1 vote -
Add Quality Plan filters as header fields to Quality Evaluation Form
Add the ability to add the criteria filters used to select the individual interaction for evaluation in the Quality Plan to the Evaluation Form, similar to how Interaction ID and Interaction Date are added to the header of the selected Form. This would enable the Evaluator to see the "why" the particular interaction was selected by the Quality Plan. This feature would be helpful as a toggle.
2 votes -
Manage Forms Form Manager - Allow Prior Versions
In the Contact Center - under Manage Form - allow the ability to see previous version data - this is critical for audit and historic data
2 votes -
Allow users to place call on hold to answer second incoming call
We do not have the ability to place an active call on hold to answer the incoming call unless we get up and answer the call on another phone in the office
7 votes -
Survey & Feedback after calls
We are requesting to have a survey email or Feedback email after the call ends. Once the call ends we would like an auto generated email sent to the caller internally.
4 votes -
Follow the call journey from start to finish.
Provide the ability to access/download a report that shows the call journey from start to finish even if it is transferred back to the IVR and to other extensions.
2 votes -
Under My zone, have the ability to view evaluations by evaluator under the performance monitoring tab.
More efficient ability for Sups/Managers to monitor both who's been evaluated and who is evaluating.
2 votes
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