Have Pre-call announcement (for answering party) available in dial plans.
Would like to be able to have pre call announcements an agent would hear in dial plans for call queues that roll over. I do know you can add one to a call queue but if the dial plan rolls over to a secondary plan it loses the pre call announcement, which could be resolved by adding a pre-call announcement available in the dial plans.
Automatic Agent Logout Based on System Schedule
I'd like to propose implementing an automatic logout feature that would log agents out of queues on configured schedules. This functionality would ensure agents are automatically disconnected at the end of their scheduled shifts, eliminating the need for manual intervention. Currently, the absence of this feature is creating operational challenges. Agents who remain logged in beyond their scheduled hours are skewing availability metrics and creates inconsistent reports. Additionally, this impacts accurate reporting of agent productivity and call distribution analytics, as the system cannot distinguish between scheduled and unscheduled availability. An automatic logout feature aligned with existing system schedules would resolve these issues while improving overall call center efficiency and data accuracy.
Missed calls - Show call source
Can we please add the source of a missed call into the call info panel in the phone window (direct vs queue). When a queue call comes in, it shows the name of the queue in the dial window, but it does not show the name of the queue in the missed calls window. Currently there is no way of differentiating a missed direct call from an external number (either direct to the agents number, or via extension dialling in a dial plan) and a missed queue call. Agents are having missed queue calls when they are unable to answer, then do not know if they should be returning a missed call that might have been completed by another agent in the queue.
Supervisor Dashboard ID / Phone Number
Hi, I notice the Supervisor Dashboard does not show the Name of an external caller in the 'Agents' or 'Callers' tab when there is an inbound or outbound call to or from a Shared Contact. We know the system has resolved the name with a number from the Shared Contacts because Agents see the name of the caller in their desktop, mobile or web App. The only time we see the name and number in the Supervisor Dashboard is when the call is from another GoTo User.Have supervisor dashboard indicate if a number from the missed call list has since been successfully contacted for voice and SMS
When a call is missed in a call queue, it is added to the missed call list in the Supervisor Dashboard (under Callers - Missed Calls). That number can then be added to an outbound queue to be called back by an agent. However, it is common that a caller will abandon the queue and then call back themselves and speak with someone before we add that number to the outbound queue to call them back. It would be helpful for the supervisor dashboard to show if a number has since had a successful call after they have appeared in the missed call list. Similarly for sms callback messages. If a caller abandons the queue and are sent an sms asking if they would like a call back, the agent who receives that message doesn't know if they have called back in or if they have been contacted by another agent since the message asking for a call was received. To show this data could the missed call list or the callback inboxes either show a supervisor the call history with that number for the day (as a hover over tool tip for example) or a link to search for that number (on that day) in analytics if the number does appear in the system since the missed call or sms was sent. If either of those could be implemented, it would be great to see more than just today's missed calls in the Supervisor Dashboard. If we can change the time period, then see who has and hasn't been contacted, that would be ideal. We can then utilise the outbound call queues properly. Lastly, can missed calls be automatically added to an outbound call queue once we know if the customer has not been contacted since the missed call? There are a lot of ideas here, but any help on this would be greatly appreciated! Many thanks, WillEnd wrap up time for queue calls on mobile app
It is currently not possible for an agent to end their wrap up time manually after a queue call has been handled when using the mobile app. They must wait until the end of the wrap up time to be returned to the queue. The functionality works well on the desktop app, with the End wrap up time button appearing after a call.Soundboard Messages
Currently, soundboard messages can only be recorded by one agent through their computer. Just like with the phone system audio library, there should be an option to upload audio files for soundboard messages. Moreover, I've encountered issues recording soundboard messages, where the audio will be recorded through the laptop microphone instead of the external microphone. Adjusting the settings in the desktop app does not change the outcome.
Inbox queues- Mobile App
Would like the ability to answer inbox queues via the mobile app messages. Allow for the whole team to be connected with their mobile device and not in front of computer. Also, even when the page is open on the desktop, theres no real notification that a message was created if we are on another web page.