Contact Center Workforce Software Discussions
All Contact Center Workforce Software Discussions
Posted within Intradiem
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What kind of analytics and reporting does Intradiem offer?
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common question.
Posted within Intradiem
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What problems does Intradiem solve?
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common question.
Posted within Intradiem
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How is Intradiem different from traditional WFM or WFO tools?
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common question.
Posted within Intradiem
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What is the typical timeline for implementation?
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I want to start a discussion about workforce management tools—specifically those that help call centers stay on top of forecasting, agent scheduling, and real-time performance tracking. With rising expectations around both service quality and agent engagement, I’m curious which WFM solutions... Read more
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Posted within Talkdesk
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when I want to only see calls from a previous day, what is the best way to do so?
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Posted within VCC Live
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What is the quickest way to check , if the customer has dialled again since the unaccepted call?
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Posted within NiCE CXone
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Was anyone else sold the Digital First Platform and having issues with it not working, Nice having no one to implement the product, and no support?
We have been in implementation for over a year for this product.
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Posted within Talkdesk
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If there is the option i cannot find it it is very importatn to be free to do some other things and if something goes wrong i need to be warned real time
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Posted within Five9 Intelligent Cloud Contact Center Platform
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Posted within VCC Live
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On daily basis we have issue when c/p stats from vcc that they are in some format of time and we can not easy and fast get stats of talk time % for each agent. Is there a way to set it up in vcc and not to export it in excel?
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Posted within NiCE CXone
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We need a way to report issues to your tech team to get some answers, even if it is just acknowledgment of the problem and an estimated fix time. I find flaws everywhere, but I don't have the time during a call to find a way to report it. Typically I would report the issue to my supervisor, but... Read more
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Posted within NiCE CXone
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like when you get a call and you end your call does is it get rrozen or say you refused a call.
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Posted within Voiso
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I see that there is an option for in-platform integration with CRMs. I guess you provide inegration with most popular ones. Are there any customized or local products you work with?
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Posted within 8x8 Contact Center
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For quality assurance, I may have calls come thru the virtual office and those calls do not automatically register a "listen in" feature. Is that part of the contact Center. Would be nice.
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Posted within 8x8 Contact Center
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There are many reports that are great for different departments and results but we need more customized reporting for certain managers in departments. The information is available if we run several reports but we cannot get one report that gives us exactly what we want even after reaching out to... Read more
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Posted within 8x8 Contact Center
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Posted within Genesys Multicloud CX
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we are in the step to initiate to implement KATE but we have think we can get more power.
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Posted within Intradiem
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What types of teams and industries benefit most from Intradiem?
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Posted within Intradiem
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What business metrics does Intradiem impact most directly?
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Posted within Intradiem
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How does Intradiem improve productivity and operational efficiency?
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Posted within Agentforce Service (formerly Salesforce Service Cloud)
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We’re helping an e-commerce team choose a customer self-service platform that can handle high inquiry volumes while keeping the support experience smooth. The goal is to reduce ticket... Read more
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I’d like to start a discussion with the G2 community to identify the best software solutions for contact center scheduling. Efficient scheduling is crucial for maintaining service levels and agent satisfaction. Below are some top-rated platforms in G2’s
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I’m looking into leading apps that help manage contact center agents—scheduling, performance tracking, and overall workforce engagement. Ideally, the solution should be flexible enough for hybrid teams and fast-paced operations while offering the right balance between automation and... Read more
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Hi all,
Starting a discussion to explore recommended software for managing contact center agents, from scheduling and adherence tracking to agent coaching and performance insights. With hybrid and multi-location teams becoming the norm, I’m curious which tools are proving to be most... Read more
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I want to start a discussion about the top workforce management software for call centers. The goal is to find tools that can handle forecasting, scheduling, and agent performance tracking, without slowing down operations. I’m particularly interested in tools that strike a good balance... Read more
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Hi everyone,
I’m looking into workforce management tools that work well for small contact centers. The right solution should help with scheduling, forecasting, and managing remote or hybrid agents, without being overly complex or expensive.
Here are a few tools I’ve found that... Read more
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Posted within NiCE CXone
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We use InContact's Supervisor to monitor our over-the-phone agents, but once the call ends or they finish dialing out to a third party, the agent leg disconnects, so I have to reconnect.
On a few occasions, the system allows me to keep my connection, and I can hear their interactions during... Read more
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Posted within Talkdesk
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Concerning the latest iteration of the platform
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Posted within Squaretalk
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Only premium routes are wing utilized by squaretalk
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Posted within Ameyo by Exotel Cloud Contact Center
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If the call recording is done and want to delete it so how to do that in the setting
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Posted within Talkdesk
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While in a call, or at the end of a call, when trying to add a phone call to the contacts ist, it takes you into another screen, and by doing this you don't get to submit the disposition or you submit the disposition and then you have to go into activities later and find the call to add to... Read more
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Posted within Ameyo by Exotel Cloud Contact Center
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Right now we are using a default setup for ourselves but after the update, we need to select the disposition and the sub dispositions separately and it takes our extra time to dispose of the call. It would be really helpful if we get customization for the quick disposition so that we can submit... Read more
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Posted within Genesys Cloud CX
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como puedo usar mejor.esta aplicacion para mi uso personal antes de usuarla para con formas mi empresa
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Posted within Genesys Cloud CX
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No more detail required, question is straightforward
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Posted within Genesys Cloud CX
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Posted within Genesys Cloud CX
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One of our strongest needs is to connect the Genesys data with our backend environment, mostly running with Google suits. It will be very helpful if we could connect Genesys with data lakes.
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Posted within Squaretalk
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Posted within Genesys Cloud CX
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Go to the application commercial center on my iOS or Android cell phone. Find the Skype for Business application. Tap the download button, and afterward sign into the application with my Microsoft 365 qualifications when it's introduced. Award the application authorizations to my contacts,... Read more
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Posted within Talkdesk
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Sometimes I receive complaints from customers about waiting for too long in the queue and I was wondering what is the best way to move this information to Microsoft Excel, are you planning in the near future to have a way to move or create spreadsheets from talk desk to Microsoft excel?
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Posted within Five9 Intelligent Cloud Contact Center Platform
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No additional info
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G2
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Posted within Talkdesk
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When I turn on my talkdesk my status is always available, I wish it could be changed and that I can put it on at will, before turning on the talkdesk to put my status offline
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Posted within Talkdesk
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Why can't I leave notes on the Talk board, I think it would make it easier for all of us in our work how, so we can keep track of the jobs we do, this app is great, and I think it could work on its own, without any other apps , we have a lot of calls a day so I think notes could help in some... Read more
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G2
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Posted within Talkdesk
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It bothers me that I can't log in to the status I want to be when I log in to your application. In most cases I do chat on Kustomer and I need to call the client, I need to log in by default, I am online, and then at that moment I get a call that automatically appears and then I need to make... Read more
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G2
Verified User
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common question.
Posted within Talkdesk
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For simple app there is no questions!
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G2
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common question.
Posted within Talkdesk
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I was told by a rep that talkdesk has text capability and that he was going to enable it, and i n...
Brian Barnes told me on a zoom meeting that he was going to enable the capability and send me an email on how to access and it, apparently never happened, or at least I never received the email.
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G2
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Posted within Talkdesk
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Posted within Dixa
Posted within Genesys Cloud CX
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MS teams, Slack have integrated other softwares, plugins into their user interface. When is Skype planning to do the same?
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G2
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Posted within Genesys Cloud CX
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Because right now, the Philippines was still using a digital transaction in almost 3 years.
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