NOTE: To add a new suggestion, you will need to sign-in to the portal and you may also need to scroll to the bottom of the page depending on the number of suggestions in your current view.
-
Timestamps on recent activity list
Suggested by Kajal Maheshwari – New – 0 Comments
It would be a useful to have timestamps added to the recent activity list, so that agents can easily differentiate between different calls to the same number. -
Not Ready (Auxiliary) Reason codes visibility on Presence status
Suggested by Kajal Maheshwari – New – 0 Comments
Currently, when viewing agents in Da Vinci CTI, it shows their status but not the reason. E.g. if someone was on Lunch or Break, it would show as "Not Ready", but not the actual reason.
It would be great to have the reason for their AUX. For example, some not ready reasons indicate the associate is actively working but not taking calls directly from a queue (e.g. Admin) whereas others indicate they are not available in general (e.g. Lunch).