The most recent content from our members.
We have Handled count, Abandoned count and Evicted customer count, but unfortunately no transferred count. Can we add this into current reporting?
We need the ability to share a custom Wallboard between Supervisors. This creates consistency in views and saves a LOT of repetitive work to get everyone on the same page.
This was a feature that worked up until about middle of November 2025 and was super handy. Inside the Supervisor Dashboard, under the call queues you used to have the ability to click on the agents logged in and view who was waiting for a call, who was on a call and the details of the call id, etc. It was very handy to be…
Our team uses shared inboxes for text messaging to speak with customers and if an employee is off for a day and they come back the next day, they have to manually click through each text message to mark it as read because the other employee already took care of the response the day before. I am suggesting a mass clearing…
We are already using the AI Receptionist. There is one feature that would make it more personable, and maybe more easily accepted. If it could recognize the voice of people that call often, or if not by voice, than maybe by the caller ID, it would sound more human. The majority of our calls are from the same small group of…
When assigning a supervisor to any queue or inbox in the Contact Center, that user will automatically see the admin settings for the contact center. They may not be able to change many of this settings, but can the please be hidden unless the user is made an admin of the system.
Our agency appreciates the features of unified agent presence. Could this be extended to recognition of an agent as busy because they are on active queue call? We have some staff that have to be logged into multiple queues at the same time. It's great that when paused, the pause is recognized across queues. However, when…
Could you add the ability to call forward on a schedule? Instead of using the star codes on a daily basis, it would be great to set this up on a schedule. Scenario: A back office staff member covers the front desk from 3 PM to 7 PM at the end of each day. However, she has to manually forward and unforward her calls every…
Would like to be able to have pre call announcements an agent would hear in dial plans for call queues that roll over. I do know you can add one to a call queue but if the dial plan rolls over to a secondary plan it loses the pre call announcement, which could be resolved by adding a pre-call announcement available in the…
Can we please allow internal staff to see the user groups in the Contacts page of the GoTo desktop app. This is to allow staff to quickly see the availability of team members in different departments.
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