The most recent content from our members.
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?
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.
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…
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.
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