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  • Workgroup enhancement requests

    The ability for supervisors to monitor calls in wait mode. Now, they can only monitor after the call has started, so they don't get to hear the beginning of the conversation and they complain that they have to stare at the agent monitor waiting for an agent to get a call. They should be able to highlight the agent, click monitor, and as soon as the agent gets a call, the supervisor has the call in her ear.

    The ability to monitor an entire workgroup, in wait mode. The supervisor should be able to click through the ongoing calls or wait for the next call to the workgroup, rather than a specific agent.

    The ability to force a workgroup call to voicemail after a certain amount of time in the queue.

    Do I need to even bring up reports? I echo the often-mentioned request for better, more customizable, more ACCURATE reports. I don't know about you guys, but my managers pay attention to their reports and they're not adding up. Shoretel is working on this, but I can't believe there aren't more people complaining. And don't talk to me about Crystal reports. I know I could go do my own reports, but I have enough responsibilities. I'm not a Crystal reports writer.

    Where are the voicemail reports? I can't tell how many unchecked voicemails all these departments have out there (same for individual users).
    12
    All my numbers add up, and I'm happy as a clam.
    16.67%
    2
    My user activity reports don't match my users' history files.
    33.33%
    4
    Total of wkgrp calls on Wkgrp Agent Summ don't add up to Handled-by-agent # in Wkgrp Q Summ.
    25.00%
    3
    Inbound wkgrp totals in User Act Summ don't match up to Inbound workgroup in Wkgrp Agent Summary.
    25.00%
    3

    The poll is expired.


  • #2
    Originally posted by jstevens78239

    The ability to force a workgroup call to voicemail after a certain amount of time in the queue.
    Couldn't you use 'interflow/outerflow' to transfer them to a queue that goes straight to VM? You would just have to be creative

    Where are the voicemail reports? I can't tell how many unchecked voicemails all these departments have out there (same for individual users).
    While not 'exactly' a report, there is a new sub-section of Director in ST 8 that allows you to see who has how many VM's, how old they are, how much space they take up, and how many are heard vs how many are new. This may be what you are looking for. Expect it in ST 8.

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