WFM - Allow notes from request to appear in the schedule
When team members put in requests, it gives them the option of putting in comments, however from an administrator perspective handling the requests, you only have the ability to hover to see those comments. It would be great to have the option fpr...
Currently in Pulse, the minimum alert time is 30 seconds. This is ~6 rings.
If a customer is in queue past 3 rings, often they disconnect.
It would be great to have the option to choose shorter (5 seconds if possible).
The Kudos calls. It would be nice to have a system automatically submit a kudos call without the customer asking to speak to a supervisor because there are times the customer is giving you a 100% compliment about the service we are providing them ...
WFM - Ability to select date range when generating forecast
It would be amazing to be able to be able to select a custom date range for the forecast time period and historical data time period instead of being forced to utilize the pre-defined duration periods.
Just having the ability to copy holidays from one hours of operations profile to multiple others would save a ton of time. I see similar requests to this but not specifically hours of operations in Contact Center.
Add platform logins to "login" metrics for Contact Center reports
I've found that the report metric as well as "Last Login" information on a user in Contact Center is only counting logging into MAX. While I can see the usefulness of that metric, we also would like to see login information for the users when they...