Customer Ideas Portal

There are several moments where the dashboard will stop working as designed, which causes us to have unknown datapoints to reflect present disposition of our call queues and technician availability. Consistently having an error that states "No dat...

InContact has an Agent TimeCard report that is a high level view of agent working time. Take that concept and give me an hour be hour summary of inbound/outbound calls, SMS, faxes.

Would be useful to be able to see Video and Message detail in the LOB reports.

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

If an agent submits a ‘Request Further Review’, this means they are ‘Challenging’ the score and want it re-reviewed. Currently, the dispute routes back to the Evaluator. This shouldn’t go back to the Evaluator but to a third-party person, like the...

The way PC was designed a null value is provided for calls that get handled by the PC. While this seems ok our agents do work before the call is accepted and we need to give them credit for all the attempts that occur

Its really hard to tell which Hours of Operation are Open or Closed without clicking individually into each hours of operation individually. It would also be nice to be able to copy holidays over from one hours of operation to another.

Whilst we can see information on # of Messages sent, #of teams etc (as per the image attached). It would be great if we can also see further information such as amount of files shared, events created, tasks created etc. This would help us to under...

In the "All Calls" section, having a transferred calls section would be helpful. I answer incoming calls. Knowing what I have done with that call would be nice. I have to keep a monthly call log on paper as to who I transferred it to, if I hung up...