The most recent content from our members.
Wallboards should not require a logged in user, that way they can be put up on TV's using a kiosk terminal. This would also give the ability to share the wallboards with other staff who may need this information. This could be a toggleable setting so that if the information was sensitive you could leave it behind a login…
The real-time call transcription is a welcome update. One thing I've noticed, however, is that the transcript disappears when a call ends and the wrap up time page is displayed. I think it would be helpful for the transcript to remain on the wrap up page so it can be used in drafting notes during the wrap up time.
Question: How to place an outbound call to show being placed from a specific queue? RE: In order to have better Queue call analytics not just for inbound calls, but also outbound calls, and I'm not talking about outbound queues for missed calls/callbacks, etc., I mean actual outbound calls placed by an agent that need to…
As a call center supervisor, I would like the ability to view the Agents tab and Callers tab from the Supervisors dashboard in a single view. These two widgets are not currently available when creating a custom wallboard. Viewing both of these tabs in a single window allows me to quickly see call volume and agent activity…
As an admin, I would like the ability to unlock a user account. Currently, when a user is locked out, they are forced to wait 5 minutes or reset their password.
Currently, wrap up times are configured at the queue level and apply to all users. Users have the option to end wrap up time early. Wrap up time should have additional configuration options that allow individual users to have different wrap up times. The individual user should have an option to adjust their own wrap up…
Here are some suggestions I propose to be implemented within each Queue's Settings sections. Each Queue should have it's own Voicemail Mailbox that can be access via the Contact Center GoTo App section to see new voicemail messages, listen to the voicemail messages and ability to delete the email messages. Also some sort…
Often, call centers need to make outbound calls that are not part of a formal campaign or tied to a missed inbound queue call. These outbound activities should be accurately reflected in an agent’s performance metrics—specifically within the Agent Activity Timeline. As an admin or supervisor, I should not have to rely on…
When logging into a queue for availability, agents need the option to log directly into a pause status for instances of meetings or follow up at the beginning of a shift. Currently when logging in for a shift the agents have to always take a call to get into Contact center before they can move to a pause status.
We have Handled count, Abandoned count and Evicted customer count, but unfortunately no transferred count. Can we add this into current reporting?
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