We would like to have a QA scorecard implement with customizable questions per campaign and flexible benchmarks. Please see example attached of an existing process we have.
A request from a valued client... Larger contact centres have multiple break reasons for specific campaigns and need to be able to show only certain breaks to agents on certain campaigns.
A request from a valued client... Would like to be able to have a user logged into both outbound call queue and webchat queues, and if there was a way of transferring the customer's record from chat...
I would like to request a new feature for when an agent completes a sale/success then instead of dispositioning it would be dispositioning sale or something along those lines. The reason is after...
We're currently limited to 10 filters on the wallboard which we use to show our individual agents performance. We have been recruiting and now have more agents but can't show them on the board! If we...
We know that lots of our clients utilise one of our partners to send an SMS to their customers in bulk.While we know this works for some of our customers, we also know we can add more functionality...
Within the Record Eligibility page we can see numbers for amounts eligibile, but it would be good to be able to click the numbers and see the list of leads behind the number, the IDs, customer name...