Intelligent Call Back feature
The activation of the call back feature for customers exist in the settings menu, but it is now misleading following a recent upgrade. It seems hard code has been added that requires agents to be unavailable within a queue for 15 minutes before the call back feature is enabled. Additionally, the call back feature does not begin with the first caller, but after 10 callers. This feature is now totally useless for my company and I can't imagine very many companies focused on customer experience that are going to find it useful. If there was a need to add such elements to a feature, it seems it could have been added as an option within the call back feature area. One of the major reasons my company purchased GoTo software was because of the call back feature we could offer and control. Now, I have been forced to create ACD's in my dial plans that give callers the option and, based on their response, loop them back to the queue to wait or forward them to voicemail. This works but it concerns me the feature was changed without notice and because I don't understand the use of it now.Wallboard no login required
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 and if not then a obscure link that would work even without being logged in.Custom dispositions
First of all, thank you for enabling dispositions outside of salesforce. Definitely a positive thing. We would like you to consider custom dispositions as we are in healthcare and most of the dispositions or wraps pertain to sales and are not really applicable in our case. We are appointing patients for different services like Orthodontics, General Dentistry, and Oral surgery. While we do collect payments in the case of our revenue cycle team, largely we would like the ability to do a custom disposition or wrap code that again pertains to what the individual department is charged with. Thank you for any consideration of this request!
Add dial plan ability to route callers based on agents logged into queue
Feature request: Add a Utility Node to Dial Plans that will direct a caller to a different destination based on if any agents are assigned to a call queue. Example: If no agents assigned, send to VOICEMAIL, If agents are assigned, send to CALL QUEUE. I don't know why we have to send callers to the call queue if there are no agents logged in, just to let it time out before it will be sent to voicemail.Delete a Contact Center skill
We need to be able to delete skills from Contact Center. Apparently this isn't even something GoTo engineers can accomplish on the backend. What happens if we create a new skill, and mistype it? What about test skills that are only used once? Some skills may be created on the fly to handle certain scenarios, then never used again. Please add support for this feature to your development cycle.
Enhanced Call Center Reporting
In a future update, could the data we can export about calls include the percentages of call outcomes and total number of calls, number handled, evicted, etc., , as well as similar for agent specific exports? I see that a PDF export is coming soon so maybe it is in the works with that but I would love to see it already calculated in an excel export.
