732 results found
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Schedule reminders in WFM for Contact Center
Our Contact Center representatives would like reminders that come up 5 minutes before WFM scheduled breaks or other none phone available times.
10 votes -
Option to place agent in unavailable state when working DFO interactions
Currently, if an agent is handling a DFO interaction, the agent is not placed into a busy state, so calls, emails, and chats can be delivered to the agent. The request is to offer a setting where an admin enable legacy channel availability to unavailable if they are handling DFO content.
10 votes -
Add Contact ID to the Audit Activity Report
This report would be more useful if the Contact ID was included, so the personnel viewing the report would be able to ascertain which recorded calls were reviewed, and by whom.
10 votes -
Tiered Dispositions
The request is to have the ability for tiered or nested dispositions. Once an interaction has been completed, a drop-down list is provided to the agent to select a disposition. For instance, when disposition is selected, then a 2nd drop-down window is presented to allow the agent to choose from the secondary list. When dispositions are required, allowing an option to require TAGS would also be helpful as well.
10 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 -
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.
10 votes -
Add contact center licensing in the IC portal
the only way to know how many licenses for contact center you own is to know it, there is no link or report to run. Please add this functionality.
10 votes -
QM Forms while Live Monitoring a Call
Would like to assess calls using the forms generated within QM while doing observations while Live Monitoring A call
10 votes -
WFM Pro - ability to schedule breaks /lunches after meetings or other work has been added
To have the option that the automatic scheduler can schedule breaks and lunches after the team has inputted any manual meetings/off phone work. MTVH has a lot of off phone work which is manually scheduled in after the shifts have been scheduled. Some manually added work can be scheduled over break - this then overwrites all the breaks/lunches that have be automatically scheduled. The WFM specialist then has to add lunches and breaks back manually at indivdual level - which causes a lot of extra time for me to schedule. It would be a great help if the tool had…
10 votes -
Do not Display the 'agent has left the chat' Message on Chat Transfers
When an agent transfers a chat to another skill or to another agent directly the customer sees the message "agent has left the chat". Is it possible to not have this show to the customer as it is misleading since there is a transfer is progress and it almost makes it sound like the agent left the chat and there isn't a new agent available to help them.
10 votes -
View additional metrics without Performance Management add-on
Rep Performance: Support representatives need to have real time access to their performance data and quality management data. I need a dashboard that shows me the number / quantity of contacts I’ve handled and I want to see my quality scores for those contacts. At any given time, I want to be able to take control of my own development by reviewing my data. Quality Management: As a representative, I want to be able to see specific quality form questions that I need improvement on. If I’ve had 10 evaluations, I want to see my performance for question 1 summarized…
10 votes -
MAX Agent: Allows agents to create individual Quick Replies
Would like the ability to create personal Quick Replies. As it stands, if we grant someone permission to edit Quick Replies it allows them to edit all Quick Replies. We'd like for our agents to be able to create personal Quick Replies but not have them visible to everyone.
10 votes -
Please move Auto-answer option and settings to an Admin Controlled environment instead of agent controlled
Please move Auto-answer option and settings to an Admin Controlled environment instead of agent controlled. Please remove the Inbound Auto-Answer setting from Agent permissions, moving this setting to Admin Only. Currently agents can control and adjust this setting at any time wither intentional or accidental impacting service levels for ALL skills/LOB's.
10 votes -
Notify clients via email when service is down. Include a link or poll
Notify clients via email when service is down. Include a link or poll to respond with 'Yes we are down' or 'No we are not experiencing service issues'. I was not able to submit a case yesterday when the system was down even though that is what you all said to do in your 'updates'.
9 votes -
ability to access contact center voicemail through phone
customer would like to access Contact center voicemail through a phone.
would like to be able to access voicemail if users don't have access to their computers.
would like to be able to dial via any phone to listen to their Contact Center Voicemail9 votes -
Admin Portal: "Automatic" or "Manual" desktop app update push for new releases
Allow controlled release of desktop app releases by Admin. Combine with "Desktop app version report" feature to help audit app version information across the company.
Have slider option for "Automatic" (current deployment strategy) or "Manual" for a company wide initiated release of the latest version to all desktop app instances using an "install" button to release the updates.
Current "automatic" strategy leads to uncontrolled releases for our end users. This unpredictability leads to disconnected / dropped / missed calls while the user waits for the desktop app to upgrade and, if necessitated, desktop phone to reboot.
We have a monthly…
9 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.
9 votes -
Transfer to user's voicemail without ringing user from contact center
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.
9 votes -
WFM- allow more than 4 color options for activities
The current system, which has only 4 color options, makes schedules visually confusing for agents who are assigned multiple activities as part of their shift, as the segments are all the same color.. It would be preferable to allow a full color palette and allow admins to select unique colors for different activities. This would allow both the agents and management to see at a glance what agents are scheduled to be doing during different times.
9 votes -
Edit Completed Evaluation
My team completes Call Monitoring and its extremely hard to do Call Monitoring in Contact center as you are not able to make an update to a scored evaluation once saved. There is no way to update if a rebuttal is received nor can we do internal QA without deleting the evaluation and rescoring the entire call. Please make the update to be able to edit as this item needs to be available to complete Call Monitoring.
9 votes
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