417 results found
-
Would like to gauge is how long someone spends in "available" codes vs "unavailable" with a break down of what codes they were
Hi, what I am trying to gauge is how long someone spends in "available" codes vs "unavailable" with a break down of what codes they were ....ex: 20 mins in break/1 hour in lunch/ 4 hours in availbable/inbound/etc
1 vote -
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.
2 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 -
Add Metrics and Data Values in Custom Reports
Customer wishes to request capability of adding additional fields or values in custom reports/report templates whether it be from their end or through the Professional Services team as it would be useful for them to generate reports suited in their business
2 votes -
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 -
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 -
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…
4 votes -
CXOne - Life Cycle Management - Rules
Please increase the max cap on the following restrictions under Life Cycle Management.+ Increase the rule limitations to be more than 10+ Increase the limitation of 10 skills max per rule+ Increate the limitation of 15 teams max per rule We are too large of an organization to be limited to these. These rules are dictated to support contract obligations and prevents us from fulfilling our internal and external needs. This also prevents us from expanding product offering and storage limitations....
11 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 -
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)
5 votes -
Increase the time on server for Automatic Call Recording (Data Retention Policy) for 180 days
The customer will benefit from this, considering that account of the customers have lots of recording that they haven't listen yet and it will give ample time to listen to it.
20 votes -
Secure IVR credentials
We need the ability to securely encrypt credentials within IVR scripts that access backend data systems.
1 vote -
Max Agent - Notifications clearing
It would be good for agent notifications to disappear from the notification view when read as it makes it difficult to see which notifications are active and relevant
3 votes -
QM - Team Leader Notifications
It would be really helpful for TLs to be notified when agents have completed an evaluation
3 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 -
Quality Planner - send an interaction to 1 planner only
Currently the same interaction can be sent to more than one planner. We need to restrict this so that an interaction will only ever be included in 1 planner when there are multiple planners set up.
6 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 -
Quality Evaluation - ability to update / delete comments
When completing an evaluation, if you add a comment beside a specific questions / component, once it is added you cannot update or delete it. The only way to fix is to override with another comment. In addition, after saving an evaluation as a Draft, you are not longer able to overwrite the comment either.
16 votes -
Auto text to customers when call is unanswered
It would be great if customers would receive an auto text if their calls to us go unanswered
7 votes -
send pop ups to members of a queue when a call is waiting to be answered
If a call is sitting in a queue after a set amount of time, send a pop up to members of the queue letting them know a call is waiting. This would allow agents not activated to jump in and answer the call.
8 votes
- Don't see your idea?