914 results found
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Integration app for RPM Telco CRM
Would be nice to get an app to integrate Engage with RPM Telco CRM.
1 vote -
WFM PRO - Ability to Modify forecast without having to regenerate a schedule
It is very frustrating to not be able to modify the forecast without having to re-generate a whole new schedule for that staffing plan to update.
4 votes -
Record voice then Play it during a live call
Is there a way to Record voice then Play it during a live call like as for opening and/or closing spiel? If not, this is a good idea similar to Avaya voice recording/play
2 votes -
Ability to take DNC's off the List thru an upload
We currently have the ability to upload a file to add to the DNC list but we do not have the ability to upload a file to take off the DNC list. We have hundreds of records every day that we need to add and hundreds that we need to remove but currently the only way to remove them is manually one at a time. I was just at the DNC.com TCPA Summit last week and there are lawsuits in the works right now for this very reason. They are specifically looking at whether or not the clients DNC match…
17 votes -
WFM Pro - Ability to handle multiple requests submitted by an agent for a single day separately.
It would be beneficial and more efficient to be able to handle requests separately in case the response to either approve or deny the request needs to be different based on the request. It would also be nice to correspond with and agent via the request without having to approve or deny it.
5 votes -
Real-Time Dashboard Row Counts
On Real-Time Widgets (Inbound, Agents, etc.) it would be great to see a row count for each tabular widget. For example, the mockup on the attached screenshot reflects the total number of agents in ENGAGED state (Agent table filtered by state). This would help our managers-at a glance-see how many agents are in certain states.
2 votes -
Add the ability to view attachments/images on all email contacts within Interactions
The Interactions application is wht drives your Quality Managment platform. In order to audit the email interaction, you need to be able to see all images and documents that were attached to that email. The only way to view those images and documents is to run a Contact History report within the Reporting application which introduces a complexity to the email auditing process that doesn't need to be there.
2 votes -
RC CC Port Scalability with increased inbound of voice interactions
Many Contact Center customers have the need for large number of inbound calls at a moment's notice, without the concern of port limitations. When ports are exhausted, inbound calls are provided with a busy signal. This feature request would allow for inbound calls to be handled, and the customer billed for the additional port usage that were not contracted.
1 vote -
A Critical question to fail a section, not the entire form
It would be helpful for a critical question to fail just a specific section in the QA form and not fail the entire QA form. This would be an enhancement of the section scoring capability of the QA form.
1 vote -
WFM - Flexible Meetings to Include All Agents Selected
When scheduling a Flexible Meeting in WFM, you cannot schedule everyone into the same meeting. You define the maximum simultaneous agents in a meeting, but even if you make that number high enough to include everyone selected, you will receive multiple meetings. I am looking for the option to flexibly find a time to schedule a singular meeting that includes everyone selected.
3 votes -
MAX Agent: Hold Place in Line if Customer opts to Transition from Chat to Email
In our chat we present the following message after a customer sits on hold for 10 minutes "We're sorry for the wait, all of our agents are currently busy assisting other customers. Please continue to hold or leave a message with our Customer Support Team and we'll respond via email as soon as possible.". The 'Customer Support Team' text is a hyperlink to our support email at "abc@abc.com".If a customer clicks this it composes a new email and they go back to the end of line even though they've been waiting in chat attempting to get ahold of…
2 votes -
Option in Agent Interface to request supervisor assistance
Agents in RCCC do not currently have a request assistance option for the agent to request supervisor support during an interaction. The request would be to build in a "Request Assistance" feature into the agent interface so the agent can initiate the request with messaging if assistance is needed from a supervisor. This should notify the supervisor that the agent is in need of assistance and allow the supervisor to communicate back to the agent and, if needed, join the conversation.
10 votes -
Increasing file size limit for file uploads when submitting a support ticket
File size limit is currently 2mb per any individual file. When requesting debug logs for a specific issue, most system logs are over 2mb by default. Please up the limit to possibly 3mb - 4mb, this should account for most any system log that may need to be uploaded
17 votes -
API library for Real Time Interaction Guidance
There is a new feature, called Real Time Interaction Guidance, that brings real time guidance on 9 different factors to the agent experience. The next generation of Supervisor will also indicate aspects of RTIG to allow Supervisors to better understand calls. This request is to be able to create / open up API availability for the feature. This will allow for customers to develop against the API library & present the information in different formats, away from Agent & Supervisor experiences.
7 votes -
Adding a pop-box when an interaction is selected to be evaluated, but has already been evaluated.
Ease of evaluating and refrains from double working.
1 vote -
Extend Expiration Date of Activation Email
It would be great to extend the expiration date of activation email to at least 7 days. So that if I create extensions on Thursday for example then new employees would start on Monday then i don't need to resend activation email again
35 votes -
WFM Pro - Manage Requests Additional Functionality
It would be beneficial if in the manage requests tab, you could sort by any of the columns, in particular the submit date/time to be able to view in ASC order to have the oldest requests at top. Also, being able to see the Team that the agent is associated with and have any comments that the agent submits carry through to the schedule if approved.
4 votes -
MAX Custom Phone Directory Improvements
MAX can create custom phone directories today, but is missing some important features.End-users should be able to add their own custom phone directory, for their own contacts (An administrator can add these today and assign it directly to that agent, as a workaround)End-users should be able to favourite contacts and have a favourites tabPhone directories should be able to accept things other than phone numbers, such as extensions or skills (Example: Creating a custom directory that you apply to certain users, which only have skills within their department, since MAX shows ALL SKILLS when you click Skills or search by…
2 votes -
WFM PRO - Improve Schedule Reporting Process
We need to have a better way to understand how many hours for various activity codes team members are scheduled for to be able to include them in grading an Agents performance metrics such as unplanned absences and interactions per scheduled open hours. It is also beneficial from a higher level to know how much time is being allocated to various activity codes to know where you can draw from if needed.
3 votes -
WFM Pro - Ability to filter by team member in requests
It would be much more efficient if we had the ability to filter by team member to see what all requests that they have submitted. Right now, you have to hope that you click on the correct day and then cipher through all the requests for even the scheduling unit to try locating it.
4 votes
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