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Call Center Pro feature requests


Kadrel

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I believe we have one of the first end-user environments running on Call Center Pro. With the exception of frustration around the February 11(?)th hiccups, it's been running well. However, there are a few pieces of feedback we hear from the end users consistently that I want to pass along:

- Timer stats (in Queue > Members view) real-time update:
We had a discussion Support and Dev about this, and were informed that it was a design choice to NOT have the timers update in real time. The reason (which I track with 100%) is that it makes the display very busy with all of the real-time movement. 
The end users have stated that they'd prefer they WERE real time regardless. It's frustrating to them (especially the managers) that they'd have to reload the page/app anytime they want to look at those stats, when all other data on this page (which is where they spend most of their day) is real-time?
SUGGESTION: Why not trim the display back to MINUTES:HOURS (nix the seconds) and make it real time again? This would feel like the best of both worlds - i.e. Real Time data for ALL stats on this page, but without the Seconds display, it shouldn't feel any busier than it does now (because counters would only increment once per minute, instead of every second). And why do we care the exact number of seconds that an Agent (who should be in a queue hours every day)?

- Quickly identify missed call details:
The end users service a pretty static set of customers in the queue. They are not supposed to miss calls, but when/if they do, they (prior to Kazoo) were proactive in calling back the missed callers. They are frustrated with the CCP dashboard that, while they can see a Missed Call counter, there is no easy or quick way (from within the app) to identify the details of that missed call (i.e. DID / Time / Who missed it, etc). If they catch it quickly enough, the Activity Logs can help, but there still isn't a Filter for "Missed Calls".
SUGGESTION: Could we make a "Missed Call" filter in the Activity Log to quickly highlight these calls? And possibly make a live-link on the "Missed Calls" counter to take us to that Activity Log Filter? Or some other view that would quickly let an Agent and/or Manager identify details of those Missed Calls?

 

 

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Hi Kadrel:

Thank you for your detailed response!   It is incredibly helpful to hear real-world examples for feature requests.  
We have added them to our update list and our engineers will review the effort needed for these updates and decide how and when they might fit into our timeline.

We log our requests using an Agile framework, so help me with the wording!   Here goes:

As an agent I would like to see real-time updates for all the stats on my dashboard page.  Some notes:

  • I do not need to see the seconds variable in real time
  • Best if this can be a user-defining toggle in case some agents feel it is too busy a display

 As an agent I would like to be able to quickly identify the details of a missed call in the Activity Log

  • Similar to a cell phone “Missed Calls” tab
  • Include fields to display DID / Time / Who missed it, etc.
  • Data for missed calls  is preserved longer than the time limit in the Activity log
  • Access these details using a quick link from the dashboard

If any other users have additional input please let us know here!  When we specify updates it is incredibly valuable to get feedback from multiple client stories.

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Customer just hit me with another one...

- See DID/CallerID of remote party when Agent "On Call"
The manager would prefer to have an easy visual in the Queue > Member view to know who the Agent is actively on a call with.

 Emily,

I think that's an excellent write up. On the Real Time Timer I made a few suggestions on language, but feel free to ignore them (they're not a big deal).

 

As an agent I would like to see real-time updates for all the stats on my dashboard page.  Some notes:

  • I do not need to see the seconds variable in real time - just Hours:Minutes
  • Perhaps offer a Seconds view (Hour:Minute:Second) when mouse hovers over the timer?
  • Optionally this can be a user-defining toggle in case some agents feel it is too busy a display

 As an agent I would like to be able to quickly identify the details of a missed call in the Activity Log

  • Similar to a cell phone “Missed Calls” tab
  • Include fields to display DID / Time / Who missed it, etc.
  • Data for missed calls  is preserved longer than the time limit in the Activity log
  • Access these details using a quick link from the dashboard
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  • 2 months later...
  • 2600Hz Employees

Hi @Kadrel,

I was wondering if you had a little time to collaborate on flushing out the details of your requests?  Specifically, I'm working on your request about accessing missed call information.  I'm starting to brainstorm about what that might look like and I would love your involvement during the initial stages of product design.  If you're interested, let me know! 🙂

Cheers,
Bret

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