CX (CCaaS)

In Queue Overview indicate when an extension goes on DND. You have to hover over the extension to see what their current status is, this helps call center managers know when dispatchers are not taking calls at a glance.

As an alternative to Switchboard, the account login page on the web, or using the desktop softphone, it would be great for users to be able to change their status in the mobile app.

Many competitors of Switchvox allow the Softphone to be native as an app/widget in the Salesforce environment. With the mindset of trying to minimize windows and streamline agent's productivity, the ability to combine the softphone and Salesforce ...

Having the ability to see the success rate when the callers engage with the IVR would be very insightful to be able to ensure efficiencies in IVR designs. It is extremely manual to identify where people chose options and when they decide to exit t...

The P330 has two columns of rapid dial buttons. The caller information box partially covers the top two buttons on both sides. This is okay during the call, but when performing a transfer, those buttons are not visible on all button pages and you ...

Currently, the Queue Call back feature does not work well for queues with small numbers of waiting callers (< 5). For small queues, but with long queue times such as a support queue, or accounts queue, where the number of callers waiting may on...

An often requested feature by clients is the ability to soft agents in the queue by status. Whle it is possible to show a widget with only logged-in users, Oftentimes (esp with large agent lists. It is helpful to managers to be able to see all use...

The switchboard allows realtime updates over websockets. Many businesses use other dashboard solutions to see overall business progress such as Microsoft BI, Tableau, and Grafana. However they are not able to use the data from the Switchboard due ...

Asterisk already supports several options to provide voice response to IVR prompts. It would be an improvment for Switchvox to have similar functionality that would allow callers to use natural speech to respond to IVR prompts. This would keep com...

Adding a hook on Queues/IVRs to allow the caller to stay on the line after the agent hangs up to participate in a caller survey. This would function by: When enabled, play a custom recording to the caller before the Agent picks up "To participate ...