All ideas

Provide fields to specify an alternate first and last name for users. This will help when a user has recently changed their last name, and unaware callers attempt to reach them via the dial-by-name feature using the previous name. It will also hel...

Currently there is not a filter available to remove or block inappropriate or offensive words from this feature. We had a customer call in and leave a message with a nickname which was incorrectly translated into a very derogatory and offensive wo...

We have some really long queue names and when I add more than a handful of columns to a queue dashlet the name column shrinks so I can't see the full name. Being able to set the width / percentage would really help

Ability to click through on dashboards to identify what calls / records are contributing to statistics. For example, I can see 1 call has gone to VM and I want to know which one, when and how it reached VM. At the moment I have to go through the e...

We need more than one person to be able to manage dashboards. For example, if a manager has created a dashboard and IT need to help them fix settings or if someone leaves. It's highly frustrating as an admin not to be able to fix dashboards and to...

Currently the agent details table shows 'Inbound' and 'Answered' as the same number. I need to see how many calls were presented to the agent that they didn't answer / rejected so I can identify which agents aren't picking up / managing their status

We have queues that overflow to one another so looking at queue level abandoned rates is misleading. The primary queues may show say 30% abandoned, but if 90% of those calls are answered by the second queue the call goes to then the actual abandon...

When inviting someone to a meeting by phone the receiver of the call must press 1 to join. If you're calling a service, like interpretation, where you key in your ID and there isn't a live rep answering the phone then you can't use this feature.

I need incoming calls to stop interrupting my current call. I would like to be able to see that someone is calling, but for the active call to take priority

Our customer believe that its beneficial to have the feature to allow Shared Screen in one monitor and the Gallery to another to show the full page of the list of participants