26 results found
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MiCCB email queue reseize timer
Email queues dont have an option to add a reseize timer like voice queues, So if an agent misses or rejects an email they are marked as unavailable for all interactions(eMail and Voice). It would be nice to have the same feature in email that is in voice where you can set the reseize timer and the agent will automatcally become available again.
2 votes -
softphone in ignite
Incorporate a softphone in ignite, customers dont like the micollab and ignite pairing
30 votesSubmitted merged with Under Review
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Allow other Media option to be prioritised over Voice
The ability to priorities other media options over voice on a per agent basis, the shift from Voice to other applications means this requirement is now required as standard.
2 votes -
MiCC Business, Single Agent Report to Show Voice, Email and OM Interaction Statistics
A single report to show how an agent has performed over time with voice, email, chat and OM interactions.
8 votes -
classification codes
Add classification codes to email queues and allow to force the classification code like voice queues
8 votesSubmitted merged with Under Review
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New report for MiContact Center Business
Add a report to the new reporting tool in 7.0 that will allow for customers to run a report to show the number of calls/interaction per phone number not just a list. Provide similar statistics to the Voice Queue and Queue Group ANI by Area Code. Envista Credit Union is one potential customer requesting this report. This is the most requested report during pre-sales demonstrations.
5 votesSubmitted merged with Under Review
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