Could it be possible to have to option to show Inbound & Outbound Average Handle Time at Campaign Level separately as currently the current Average Handle Time is a combination of inbound &...
It would be great, for a billing and compliance perspective, if there was a way to safely manage CLIs in the system. The current process allows users to free type the CLI in the CTU/List pages - this...
the current solution for finding voicemail is not fit for purpose , its feels very backwards for a technology, we have tried to implement on 3 campaigns but pulled it back as its isn't fit for...
Hi there,
We have had a few requests from customers to have the Queue Name pull into the script, as you can do with list name etc....
I know that you can view it on the Agent side panel but for...
When an agent ends a call, they automatically go back to ready, meaning sometimes they don't have time to take notes etc.
Could a feature be added for there to be a delay option? So when an agent...
Our supervisors currently have the ability to manage agent presence on our old telephony platform, including the ability to change an agent’s status to “busy” or other statuses as necessary to manage...
Please can we have the capability to be able to receive inbound calls when we have an active digital interaction.
By default the current system behaviour works but during quiet periods, we need to...
We would like to have the ability to remove the option of agents delaying call backs. Currently they can postpone a call back by 15 minutes, 1 hour or 1 day. In a lot of cases the agents delay their...