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!
Include indirect extensions in the Internal Directory
Why aren't the Dial Plans, Call Queues and Shared Voicemail box extensions included in the Internal Directory. We need to forward calls, voicemails etc. to departments not specific people because the people could be on vacation and then the voicemail or caller gets lost with a confidential voicemail.
Priority Queues/Weighted queues
Hi, I would like the feature of a priority queue where you can have one or two people signed in and receive all calls. Then have another queue that ONLY receives calls if the first queue people are on a call. Even nicer if we could say wait 20 sec then flow into the 2nd queue. What is now happening we have to watch to see when calls are waiting and then pick up the call without being signed in. This is then showing the calls as abandoned when they were actually answered outside the queue and I can no longer tell how many calls are truly abandoned. Thanks, Rochelle
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.
Mass Text Message - Marking as Read
Our team uses shared inboxes for text messaging to speak with customers and if an employee is off for a day and they come back the next day, they have to manually click through each text message to mark it as read because the other employee already took care of the response the day before. I am suggesting a mass clearing of text messages when they have already been read by someone else.
