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P-Series customer feedbacks.

Emre (Nolto)

February 28, 2022 19:37

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Hello.

We did our first P-series SE installation. There are a few things that caught our eye, and customer feedback.

If there is no active agent in the call queue, the defined on-hold music in the queue does not play. The callers waiting in silence. But when an agent log-in, on-hold music can be heard.

It would be nice to receive reports of presence statuses such as break, do not disturb, busy, etc. In many call center solutions, it is possible to report how long the agents spend in which presence status.

Agent entry/exit notifications are not turned off completely. We see constant notifications in the notification area in the upper right corner. Please put an option to disable it completely. 

 

The system was running the latest version.

Thanks

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3 comments

• 
  Chris March 01, 2022 03:08 Official comment

  Hi Emre,

  1- music on-hold doesn't play

  About this, you can enable "Leave Empty" in queue, and then set the "Failover Destination" to a dedicated IVR, then the caller can hear the prompt of this IVR.

  

  

   

  2-Reports

  I've heard a lot of calls from users about this need recently. If we adopt a solution like QM, do you think it will meet your requirements?

  

   

  3- Agent entry/exit notifications

  

• 0
  
  Emre (Nolto) March 01, 2022 10:21

  For the 1st subject; yes you said a workaround.
  "Leave empty" is already checked. Frankly, I was surprised when it didn't work. I thought of the IVR solution you mentioned, but I didn't do it because I was afraid of a call loop.

  2. Yes, customers need a new reporting called "agent status" where agents can calculate the time spent in each presence state.

  3.  yes, event-level already selected "information". but no need for information for events. for the "information" event level top right corner still have notifications. 

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  Chris March 01, 2022 10:44

  Hi Emre,

  I have submitted all the improvements to the agent status and call report to our R&D. I will let you know immediately if there is an exact update time. Another thing is, you can try to turn off Notification for Web User Login Success, then you won't see notifications on the top right corner.