Kevin McKee
Posts
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Leadcenter Queue - auto logout agents
It would be nice to be able to setup a rule in a queue that after x amount of time, the agent is logged out so the call can be re-routed to an available agent. We have had agents walk away from th...
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Lead Center Ringer vs. Calls
Other systems allow a separate audio device to be chosen for the ringer audio. For example, ring the computer speakers, but then allow the call audio to be routed through headphones. It would be ...
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Give Manager access to update agent status in team view
Currently only administrator access will allow someone to change/update the agent status on the team view screen This means that managers need to be given full account access - even across compani...
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Browser Extension to dial numbers from CRM
Many phone systems have a browser extension (we are migrating from Ringcentral). They provide a browser plugin that identifies and makes all phone numbers click-to-call. This really helps agents ...
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Bug Issue - Team View Real Time Stats not viewable
If the third, right most column is not shown in the agent view ("Setup Lead Center"), then real time stats won't show on the team view.
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Multiple follow ups in active queue
When there is a missed call, voicemail, form, etc, we typically will follow up multiple times, not just a single callback. It would be nice to keep these interactions in the active queue until we ...
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Change Agent Hold Music
We have a callflow queue with a team. I am able to set the hold music for the queue. Once an agent answers and if they then place the person on hold, the hold music is now some default music I h...