Ring Strategy Issues/Ideas
The issue we are having is either staff at the end of their shift get slammed when using "Fewest Sent to Agent " or when we use "Fewest Answered" those coming onto a shift get slammed. The real issue is with part time staff that work a day or two week so they have nothing in the rolling 24 hour period. I know it would take a good amount of work but in a Queue we could create shift times and assign agents to a shift. This would help no matter what ring strategy the system could take the shift information into account and avoid agents being slammed at the start or end of their shift.
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!
Automatic Local Presence Dialing with Automatic Call Back Routing
It is important for the Administration of, collaboration in, and call flow processes for our company to utilize one Phone System Our Business now has a Call Center for Outbound Sales in which a deal breaking feature is for calls made by agents in the Outbound Sales Call Center to have automatic local presence dialing with automatic call back routing. For example: Joe Sales with extension 123 places a call to 555-555-1212, the system automatically sets the Outbound CallerID for that call to be a phone number with a 555 area code. If the call to number calls back to 555-555-1212 the call is automatically routed to Joe Sales on extension 123. This automation increases the Sales Agents Call Connection percentage. Local Presence number pools that are automatically maintained must handle automatic monitoring and maintenance by dropping/replacing numbers in the pool that are flagged as SPAM or have a low Call Connection percentage.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.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.
wallboard status and DND on phone status don't sink
Hi there is an issue in wall board, if a user set DND(do not disturb) in their desk phone and soft phone it still shows that user is ready in wallboard which shows there is no connection between phone profile and queue profile. because of this loop hole a user in call center can avoid answering calls while their status is ready in wallboard that a supervisor check it. I suggest to connect queue agent status to phone status and when it is on DND show phone status there. Also this loop hole cause creating thousand of missed calls in logs. If you need more info you can contact me.
Contact Center Analytics Agent Performance Agent Availability Pause Status
Hello there, In the Contact Center Analytics, under the Agent Performance tab where you can view the Agent's Availability, it would be really helpful if we can view which Pause Status the Agent set when they paused their Call Queue. Currently, you can only see availably and pause which isn't helpful without knowing why the Agent paused their Queue. Thank you,
Web Chat - Programmatically Fill in Contact Details
My admin has setup a chat queue which I am attempting to integrate into a web site. I have the user's information since they are authenticated, but I would like to pre-populate the required fields (Name, Phone, Email, custom). I'm assuming there's a JavaScript function to call, passing in the details when the chat widget is initialized, but I haven't found any documentation yet.Ring Strategy and Agent Activity
It would be nice in the agent activity section of the queue dashboard to see a timer that corresponds with the ring strategy. If you are using the "Longest Call Wait" strategy, there would be a timer reflecting that. You could do something similar with "Longest Inbound Wait" as well. Also, a similar thing could be done with the "Fewest Answered" and "Fewest Aent to Agent" ring strategies. Instead of a timer, you could show the number of calls in the 24-hour period. I would think these would be extremely helpful on the Supervisor Dashboard.
