Product Suggestions

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.

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).

Request to disable SSO. This is causing mass creation of users on C4C for however this is affecting operation and causing slowness on Davinci Creators Studio

One of the basic features of any call center is the ability for the customer to request a call back. Would request Davinci to add this feature as this is not available currently .

Calls will roll in for the next agent after around 4 rings. Calls are answered by mouse operation currently.

Are there shortcut keys available to manage calls in CTI?

 

passing SSO Attributes such as role. profile and creating the user details in CS does not work

are there any APIs that could be used for adding users on an automated daily basis?
we are going through system migration changes and need to configure all the agents in the administration portal and also users in the Davici Creators Studio,
after we create the Agents in UCCE servers.
until now we needed to create an agent user id in the AMC IA Configuration Manager,
importing could work for bulk users, at the start, not for day to day changes.
we have created an automated process that gets the Users info from A.D. configures phone extensions in the CUCM, creates Agents in the UCCE servers, each one according to his/hers designated call center, all automated using different API's.
releasing API's we could use (in combination with the OKTA automated login) would be very much helpfull for agent managment.
THANKS and best regards

Customers (NSE) would like agents to be able to view Finesse queue information from within the DaVinci Agent Toolbar, so they do not need to have a parallel Finesse session open at the same time they are working within DaVinci.

In Finesse, when an agent logs in, they are prompted with a list of devices they are associated with.  Agent will pick the device they plan to use and log in.

Agents do not get this choice when using DaVinci

The CTIModule log has a limit size administered in the config file and it is getting override. Princess is looking into a way of archiving this logs into the server for debugging and troubleshooting