Natalie

Current Functionality: Once a caller hits the queue, there are three possible outcomes: 1) caller hangs up, 2) caller continues to wait in queue until agent answers, 3) caller hits Max Wait Time in Queue and is routed to voicemail. 

Desired Functionality: Add a 4th option where callers in the queue can press a key (ex: presses 9) to be routed to voicemail (vs. have to wait until an agent answers or until they hit the Max Wait Time)

*Note: we currently have our IVR setup to press 1 for agent (routes to queue) or to press 2 to route to directly voicemail. The above request is to enable a caller to reroute to voicemail after pressing 1 for an agent. 

Thanks for the response. I do not believe it's possible either and I'd like to submit this as a feature request! 

That will certainly be helpful for some reports! However, the reports I'm working on now only have metrics listed and I do not see that icon within the metrics section

I'd like to be able to rotate an Explore query. For example, if I have a table, I'd like to be able to rotate the report so the column headers can be listed as rows instead. This helps with the visuals and space on an Explore dashboard. 

This functionality is available in Insights and it would be a great addition for for Explore! 

Hi Team, 

I would like to put in a request for a blind transfer, or the ability to complete a transfer without the calling being answered on the other end. The current transfer feature only allows an agent to complete a transfer when either 1) the call is answered or 2) the voicemail is hit. 

My company works external vendors / businesses and there are times where we need to transfer the call to one of our external partners. We do not need to do a warm transfer and it does not make sense for one of our agents to remain on hold while waiting for the external party to answer.  

Thank you!