1071 results found
-
Realtime Dashboard Needed For The Agent Summary Report
A realtime dashboard to showcase the exact same metrics the Agent Summary Report Template shows will be helpful to monitor how many inbound and outbound calls each agent has taken so far in that given day, without the need to run that actual report constantly.
2 votes -
In CX1 Supervisor, Be able to active assign Skills.
In CX1, ACD, Skills or User, you can have a skill assign to a agent, but not activated. this makes it easy to active a skill for a agent when needed. In CX1 in Supervisor, When trying to do the same thing. the skill is not there in either assign or unassigned, and that is because it is assign to the agent, but not active, so when looking for the skill in ether assign or unassigned in supervisor, its not there! We are requesting in Supervisor to be able to control activating or not activating skills.
1 vote -
Change automatic default skill proficiency level
Currently, when you add skills to an ACD user, the skill is added at a proficiency level 3 by default. You can change it manually but it is not persistent; if you remove the skill and then add it back later it does not remember the previous proficiency level but again defaults to level 3.A better solution would be to allow admins the option to specify the default proficiency level for individual skills. That way, you could add new ACD skills to a user as needed without having to take the extra step of changing the proficiency level every single…
2 votes -
Requested reports for Historical reporting
Requesting a couple of report additions to the Historical reporting platform:1) Inbound Call Detail Download (from prebuilt) be added to Historical reports, with "Is Callback?" and "Agent Notes" fields2) Duplicate Inbound Call Detail Download report (with above additions) for manually dialed outbound callsThank you
1 vote -
Use RingEX minutes for contact centre outbound dialling
The request is for an RC Contact Centre agent to be able to make an outbound call via the RingEX platform carrier services.
13 votes -
Adjust the Default Subject Line for Emailed Chat Transcripts
When customers choose to have their chat transcript emailed to them after chatting with us the email that they receive has a subject line of "chat transcript" which can't be edited. We'd like to have the ability to customize this so that we can include our company name. For example, "Company Name Chat Transcript". It's common for companies to have a live chat system and it's unclear where the email is originating from at a glance with the current subject line.
5 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.
5 votes -
Adjust the Default Font in MAX Agent Emails
Our company has a corporate font. We'd like to be able to set a default font for emails in MAX Agent to align with our companies branding. (we'd like it set to Arial / size: 11)
5 votes -
Ability to Adjust Column Size on ACD Widgets
We'd like to have the ability to adjust the size of the columns in our ACD widgets on our dashboards. Some columns are larger than needed and taking up valuable real estate so we'd like to shrink them down a little.
5 votes -
Enable Management of Stations via API
Currently, nearly all aspects of a user can be managed (created, updated, removed, etc.) via API. This allows for a great automation of users, despite the current lack of AD integration. Enabling the management of stations via API would allow for significantly improved automation and workflow design.
1 vote -
Interaction Issue Hot Button
The Interaction Issue Button would live on the Agent's Engage console. Whenever there may be an issue with an interaction instead of having to copy, paste or grab additional details about this interaction from a report and adding more time and resource needed to capture something so simple. This simple request would save RC resources time and energy with follow up (asking for details, chasing down details) and also your Customers. Plus there are some details that are not visible to agents which then means other resources are needed. A simple button would / could just capture all details (even…
18 votes -
WFM Pro - Ability to export WEM Skills
Would like to have the ability to export the employees assigned to WEM skills to understand how many are assigned to a WEM skill or who may be missing that assignment easier.
3 votes -
A dashboard widget that shows the percentage of evaluations above, meeting or below compliance rate goal
Gives a great eye view of progress. And from there a filter can reveal who falls were.
3 votes -
Allow the '<' symbol to be used in chat and not have it omit text
We want to be able to send the '<' character in a chat without it being looked at as HTML code. When we send the '<' character followed by text immediately, it omits any text that we enter. Some common messages that we send to our customers are:'<back' 'the following characters are not supported in passwords (@$%&=+<>)' When we send these messages, text is omitted. The work around provided was to add in this code (<body><</body>) around the < symbol.This won't work for us since we use a third party canned response tool and use those responses outside of the…
4 votes -
Disable automatic playing of call recordings when clicking on the interaction
When a popup with the interaction recording open, from "Interactions", it automatically starts playing. When evaluating calls, evaluators need to quickly press pause. Default when opening the popup should be to have to press play to listen to the recording.
1 vote -
Quality planner - add custom fields for headers
Adding custom fields for headers would significantly speed up the evaluation process. In our case, for example, we want to bring in business data - we have Ticket ID number from Zendesk.
1 vote -
Show Message Timestamps in Microsoft Dynamics Chat Transcript
We have an integration with Microsoft Dynamics. When chat transcripts save to our CRM, the chat activity transcript doesn't show timestamps per line. We can see the timestamp in other places but it doesn't follow through into our CRM.Here is what we see:Agent : Ryan - Hello, my name is Ryan. How may I help you?Client: Alisha - I need help finding my password.Agent: Ryan - I'd be happy to help you find that information! One moment please.Here is what we'd like to see:9:01:00am Agent : Ryan - Hello, my name is Ryan. How may I help you?9:02:30am Client: Alisha…
4 votes -
Set Max Time Limit on ACD chat skills
We'd like to have the ability to set a wrap up time out on Chat ACD skills. We can set a timeout for phone ACD skills, but not chat. We have the same use case for wanting to limit automatic wrap up time on our chat skills as we do on our phone skills. On the phone skills this is called the Max Time Limit.
4 votes -
Make a customer service phone number on your website obvious
It'd benefit everyone because we could actually get through to a real person in a timely fashion
1 vote -
Dispositions in Max Agent - Ability to create sub dispositions
We are looking for the ability to create sub dispositions under a disposition. This would give us the ablity to match up from Max Agent to Zoho CRM which we are moving too.
3 votes
- Don't see your idea?