Customer Ideas Portal

I would like to share the Dashboard with my team, but I need the Dashboard to be locked. Some agents work from home and others focus on widgets that I do not wish them to see as they focus on the wrong metrics. It is disappointing I cannot stop my...

Answered Call/Total Calls in the big area Abandoned/VM redirects AND Overflowed in the little boxed at the bottom

I would love to see Aux codes added as an option for agents. This would be so beneficial to document queue adherence, as well as hold accountable for breaks, lunch, meetings, etc.

Average wait time for callers in a given queue.

Want to see who is using their lines for actual outbound/inbound usage on company DID lines. Not just the extension numbers. Saves time having to cross-reference information.

We would like to use the auto dispotion feature but we need the agent rolled into an aux code that would not be available .

Increase the number of local DIDs in Local Connect buckets. Increasing the number of DIDs assocaited with a campaign with reduce downstream carrier throttling for high volume customers.

When making an outbound call from a softphone, a user has an option to select what number they want for their caller ID. We have a pretty large number of extra company numbers that we like to keep on hand, however we don't want all users to be abl...

A user may need to type their feedback comments into a Word document first and then copy/paste into the QM Tool Evaluation Form. When we copy/paste from Word into the QM Tool, quotation marks and apostrophes disappear.

Please add the Interaction Date to the Calibration Screen; see screenshot