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Suggestions for improving Contact Center (CCaaS).

This board is monitored and moderated to permit valid software and platform feature requests. Please post in English. For new features, attempt to accurately name and describe the item to get the best community support and involvement.
16 votes

Let caller record their name in the call back queue

When a customer calls in and wants a call back, we have a hard time finding that particular person, because we are calling back into an office of over 500 people. The ...
Suggested by: Stephanie Danback (05 Jun, '20) • Upvoted: 28 Apr, '23 • Comments: 4
Done ECS
5 votes

ECS Web Agent - Transfer to voicemail button in contacts

Agents may want to transfer callers directly to a voicemail box.
Suggested by: Ben Edwards (17 Dec, '19) • Upvoted: 08 Aug, '23 • Comments: 0
Under consideration ECS
3 votes

Option to filter out spam calls from abandoned

Change anything under one minute to not appear as abandoned, but as potential spam. Still allow the customer to pull those numbers and they can decide if they were ...
Suggested by: Colleen McCasland (07 Jul, '20) • Upvoted: 19 Oct, '21 • Comments: 9
Done ECS
2 votes

Individual ASA Report- Elara Service Desk team

As of today we are able to generate the Group ASA but we are looking for generating individual ASA Report on a daily basis
Suggested by: Diwakar Suganandan (29 Mar, '23) • Upvoted: 25 Jul, '23 • Comments: 3
Not planned ECS
2 votes

Ability to configure multiple special days

I would love to see the ability to either have special day 1, special day 2, special day 3 or have a way to have a branch that can look at the name of the special day ...
Suggested by: Lisa Tran (05 Oct, '20) • Upvoted: 11 Apr, '22 • Comments: 1
Done ECS
2 votes

Allow Supervisors ability to change agent skill level.

Suggested by: Pete Borg (17 Jun, '20) • Upvoted: 09 Oct, '20 • Comments: 1
Under consideration ECS
1 votes

Post Call Survey Data - Last Agent

Currently, the Post Call Survey report "9.01 PCS Detail" shows multiple agents who handled the call listed in the survey transaction. However, the report does not ...
Suggested by: Billy (12 Sep, '22) • Upvoted: 21 Sep, '22 • Comments: 3
Done ECS
1 votes

Allow Calls to Ring Both Headset and Speaker for Internal Voip Phone

Customer notes that when taking calls on "Internal Voip Phone" in ECS, inbound calls can either ring the headset or the speakers but not both. Customer is asking for ...
Suggested by: Ed Pushkarewicz (10 Jan, '23) • Upvoted: 10 Jan, '23 • Comments: 2
Not planned ECS
1 votes

Play regular closed message after Special Day hours

An example of a special day is us opening our call center later for our agents to attend a company meeting at the start of the day. What I would like to have is the ...
Suggested by: Kyle M (23 Jun, '22) • Upvoted: 23 Jun, '22 • Comments: 2
Done ECS
1 votes

ECS Chat - Push Chat if user is on a website for X time

Navigant Credit Union is asking for Push Chat feature if user is on their website for X amount of time, the chat will pop up asking if they need help.
Suggested by: Kerry Smart (25 May, '21) • Upvoted: 25 May, '21 • Comments: 1
Done ECS
1 votes

Call Announcement Feature

Have the phone system verbally announce the BP or queue the call is coming from as the screen pop opens and before the customer is live on the phone line. This will ...
Suggested by: Harley Lightfoot (22 Sep, '23) • Upvoted: 22 Sep, '23 • Comments: 0
Not planned ECS