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.
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.
Agent status on WallBoard
If a rep takes a call right now in 1 of the 5 queues the system correctly prevents them from receiving other calls from the remaining 4 queues. Why does the wallboards show them available in the remaining 4 queues? This is the bug. My suggestion first and foremost, remove all of the statuses from each individual queue and just highlight "Available", "Away", or "Busy - On a call". If GoTo does not want to simplify the view for the Supervisors and want to keep the status of the agents in all queues then at least correct the bug that shows the agent available in all of the queues that they didn't receive a phone call despite that they did receive a call from an individual queue.
PBX Admins/Contact Center Supers can see ammount of/listen to voicemails in agents box.
If there were a way for Admins & Supers to see the amount of voicemails in an agents box that would be appreciated. It would allow for admins to make sure the team is checking their VM and making sure it isn't filling up. Also, if possible allowing admin to check the VM through the PBX would be a nice addition, allowing admins pick up any slack, or make the call back themselves.
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,
Audible Sound for Calls Waiting in Queue and Dashboard
It sure would be nice to have an audible beep sound on your computer speakers when there are users waiting in queue. Mitel Contact Center interface had this feature and it was very helpful for users whom are multi tasking to know there are callers waiting in queue. This would be nice to have on a Dashboard Computer when the queue reaches a curtain number of callers in queue to Alert the entire Call Center when Queue is being overrun by callers. We find this functionality to be very helpful and improves call response time.
