The most recent content from our members.
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…
Settings to control when and if the LogMeIn Resolve printer is installed on unattended computers. At the very least the printer should never be default on the unattended computers.
Allow administrators to initiate the chat function before remote controlling an endpoint.
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…
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