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.
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, Will
Call history in app
I would like to see a list of all calls that come in and Ring to a ring group and if it was missed and went to voicemail of not. The current issue we see is that if a call comes in to the ring group the folks part of that ring group cannot tell what came in and what was or was not answered.Voicemail report under the call reports
I saw a few other suggestions on this but I also want to suggest that there should be some type of voicemail report under the call reports. Managers should have visibility into voicemails to ensure that team members are handling voicemails. Also, there should be an option to retrieve deleted voicemails as well. Goto really needs to look into enhancing this and making this an option as I know I am not the only client who would have a need for this.Spam and Fraud call protection enhancements
We need some call spam and Fraud protections and blocklists. There should be a way to see known spam call lists. There are a lot of spoofed numbers that are robocalls and they need to block or have a way to block unconfirmed calls. one way to validate calls is to confirm that a call matches the incoming number that is calling it is does not match do not allow it thru.
