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1197 results found

  1. In the Agent view, Chat stream, the chats are displayed with a timestamp. But this timestamp only includes the time rather than time + date. We need the date to be displayed for the timestamp to have any meaning/use.

    2 votes

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  2. Our sales team would like the ability to have multiple agents and managers listen to the same active call at the same time for training purposes.

    3 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  3. The request is for a Dashboard / Reporting improvement to enable Supervisors to see the sender & subject of an email whilst it is queuing.

    2 votes

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  4. In addition to the "expected wait time," there should also be a feature option to "play position in queue." This should allow for some customization/configuration, whether that be voice styles, language, etc.

    27 votes

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  5. We'd like to have the option to make individual Activity Codes visible or invisible to different access levels. For example, we currently have separate out-of-office Activity Codes for approved time off and unapproved time off. When agents are viewing their co-workers' schedules in WFM, we don't want them to be able to see the Activity Codes for unapproved time off. Ideally, this would be a permission setting on each new code created. Admin would have the ability to view/select all Activity Codes regardless of whether the code was toggled to "invisible." All other access levels would be subject to the…

    3 votes

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    Under Review  ·  0 comments  ·  Other  ·  Admin →
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  6. Requesting to have an option to have a +1 for the outbound caller id number. This will help with the number not to be tagged as spam or robo calls. This is currently a limitation on a feature

    2 votes

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  7. The ability to dictate that, If a caller is not in SFDC today, an agent MUST create a contact/account record before they can close out an interaction.

    1 vote

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  8. When customers use the Supervisor application with the Contacts, they view agents active contacts in real time. Some would like to be able to filter the contacts view by teams. Although you can choose the teams view, it does not provide the same Realtime contact information needed.

    1 vote

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  9. Internal calls from Engage to RCO show up as the primary System Account, which is named "System Account" and cannot be changed. Our internal customers are seeing calls from our Help Desk as System Account rather than Help Desk who is truly calling them. This would cut down on much confusion for us and I assume others as well.

    1 vote

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  10. Our version of EngageVoice is integrated with SalesForce via an App and we are unable to pull Call Logs for our Agents. I would like the functionality of pulling Agent Call Logs to be implemented into our version of EngageVoice that is integrated with SalesForce so we can troubleshoot issues that our agents are experiencing and diagnose what is happening in our implementation.

    2 votes

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  11. ability to track usage and trends of phone numbers that are assigned to contact center services, today we do not have this ability and cannot monitor usage for CC services easily.

    19 votes

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  12. Our organization fields a number of calls that should be sent directly to a user's voicemail. Currently, our contact center agent has to either blind transfer the call to the user, or call them...confirm it's an unwanted call....then ask the user to not pickup the transferred call. Both options are not great.

    4 votes

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  13. We already change our working base state to away (gray) see below screenshot. This happened when the supervisor start monitoring and when the supervisor stop the monitoring it put her into the working and orange state

    4 votes

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  14. Calls from RingEX into the personal queues of RCCC agents are not fielded unless the agent is available. This leads to calls to the RingEX extension instead of RCCC personal queue. The ideal solution is for Studio scripting / RCCC logic to recognize that a call is from an RingEX extension & either present to the agent irrespective of availability or in some way change the availability to allow the call to be delivered.

    3 votes

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  15. We have to count every pass and when we make a call it goes through a verification process (Gryphon) prior to the call being mad if it is aproved the dialer will then make the call. If the call has a sip error the system (Engage Voice Dialer) will not count it as a pass but on the Gryphon is looks as though we dialed the number and it counts as a pass.

    1 vote

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  16. When a user submits an evaluation, only the person being evaluated receives the notification via the QM Tool that a new evaluation is ready to review. We should be able to choose additional people to receive a notification, like the agent's supervisor, for example. More than one person should be able to receive the notification.

    15 votes

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  17. To view dashboards in RCCC you need a full agent license. This inhibits customers from being able to add wallboards or non contact centre users to easily consume contact centre data without spending out on an additional user license. It would also be helpful for each dashboard to have its own URL for easier user consumption.

    8 votes

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  18. Currently, inbound calls to the Contact Center with no caller ID displays as our main company number. We would like to change this to display Blocked Call.

    3 votes

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  19. To ensure the agent is coding the call and not getting lock due to not coding previous call. If the disposition window would pop up into its own window it would be more apparent the coding has not occurred. Reducing the time the agent it stuck because of not coding.

    5 votes

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  20. Currently Chat skills do not require an agent to provide a dispostion. Agents can force themselves back to available without providing a disposition. Would like chat to follow same restriction as Voice and email.

    1 vote

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