262 results found
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Contact Center - Add recordings to a skill without RING Engineering engagement
I would like to be able to create a skill and add recordings to be played (agentless) without engaging Account Leadership and creating a CR and paying for a CR. Give me a simple UI.
1 vote -
Variable pane in trace mode should go to its original position when pressing ALT tab on Studio app using Windows computer
When in Trace mode and you detach the Variable pane from the Trace pane (there are now two windows) the Variable pane doesn't track. If you Click an app that hides the Trace and Variable windows then ALT-TAB or click the Trace icon in the Task bar only the Trace window appears. The Variable window does not. It also does not show up in the ALT-TAB task list.Please refer to this link to see what the customer wanted to happen: https://www.dropbox.com/s/8afly5y5pxui98f/2022-05-04_11-34-52-Studio-TraceVariableDoesnotShow.mp4?dl=0
1 vote -
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 -
Why don't contacts have a fax number?
When I go to fax, it suggests using a contact, but what good is that if the contact doesn't have an associated fax number????
2 votes -
MaxAgent Inbound Call Waiting Alert
I have a small shop, and users go on unavailable but still are on call if the call volume spikes. Such users have to devote desktop space to have a MaxAgent window displayed, and the have to cast eyes on the same. Our last phone system had a setting where after calls are waiting 60 seconds, anyone signed in but unavailable got a popup notifying them of the need to take calls. I cannot describe how disappointed I am with this gap.
2 votes -
More Available Codes
We are running into issues with our team leads needing to be in available to take a supervisor call, but if the queue has calls holding, the supervisor will get the inbound call over the sup call. As for voicemails, we need an available status for working voicemails. At current state, the only way to listen to VMs is to be in available. But if we need the inbound calls answered before the VMs are worked, we can't without removing the VM skills from the rep. What we need is: Available, Working VMs - No External IB or Internal IB…
2 votes -
streamline onboarding and activating/deactivating users
On the new employee section have it link to create a station ID, and the City State from the ACD section so that once we activate they are ready to go and when we deactivate we don’t have to do it in 2 places.
1 vote -
Max Agent Click to Dial, from Browser/desktop
A simple but very useful feature to have.
5 votes -
Gamification
Gamification across RC products for contact centres and sales teams = Great for productivity + I read somewhere that gamification is worth about 14.4Billion across the globe!
2 votes -
Add an option to make Activity Codes invisible to agents.
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…
4 votes -
Listening to an entire interaction under 'interactions' without having to go into the prebuilt reports.
I was unable to hear the conversation between two internal agents even after I selected 'play contact' to listen to all segments, a part of the conversation was missing and all I could hear is hold music. I reported the issue and received the below from the engineer: When trying to listen to recordings it is best practice to go into reporting > prebuilt reports > contact history and put your CID in there so you can see all legs of the call at once. Doing it from other places in contact center may not have the entire interaction with…
1 vote -
Eliminate MaxAgent Outbound Dialing Delay
When making outbound calls manually, MaxAgent adds more than ten seconds to each call. A dialer is not a solution. The number of clicks, float and click, etc is not tenable
1 vote -
Trends in Subscription Reports
Images go a long way in analyzing reports when presenting data. Especially when multiple points of data is to be entered into a report.
4 votes -
INDICATOR IF A MESSAGE WAS SENT FROM MOBILE OR COMPUTER
there has to be an indication that a certain message was sent using phone or computer
1 vote -
Communicate presence (Offline, or invisible) to Max Agent
Currently only DND and busy is communicated to the Max Agent. Our Max users need to be able to see if they are transferring a call to a user that is out of the office or are invisible (or offline) . Currently users that are logged off will show green, and only checking with UC will show that they are offline.
1 vote -
Personal Connection data log extract
Using the Personal Connection tool the agents "ACCEPTING" the call and the PC dispositioning the call leaves a NULL in the AGENT field. My agents need credit for the calls they process even if the PC dispositions it. The agents hit ACCEPT so there must be a log somewhere that is associated to the EXTERANLID or the CONTACTID. I need a file, extract, API to get this data while you guys figure out how to get it included in my PC dataset
1 vote -
Max agent must not allow another call to connect to agent leg when it is currently engage to a call
Agents made an outbound call and was on the line using RC apps , She was on available status on MAX agent . Another call receive from the MAX and made a conference call with the other person on the line.
1 vote -
Quality planner in QM has limitations; unable to select an individual instead of a group.
Quality planner in QM has limitations; unable to select an individual instead of a group. You are unable to create an individual improvement plan for an employee. You only have the option to create plan's for groups. Workaround is cumbersome.
4 votes -
Add the ability for multiple extension to listen to the same call simultaniously
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 -
to have a +1 option for caller ID number
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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