Feature Requests

Problem / Description: For many clients and operators, the Calls page is the primary source of truth to understand: Whether calls are being made What happened during those calls (outcomes and summaries) Operational performance However, the current implementation is insufficient and misleading. Current Behaivor: No filtering (only search trough phone, name only, really slow) Outcomes are not useful for outbound since they don’t match with redialing rules . No filtering across key fields (date, script, etc.) Expected Behavior: Advanced filtering (outcome, campaign, script, date, duration, etc.) Clear visibility of outcomes and outcomes matching redialing rules. Fast search Full call detail view Optional: summaries could be extracted or translated to account language.

Integrate the clustering visuals tool where you're able to quickly explore the data, chat with your calls and transcripts, and gain insights very quickly.

Current Behavior: Customers ask us to pause a campaign for several reasons, for example for LRS they stop once or twice a week because they have app problems and they can’t temporarily gather payments If we stop the campaigns we lose some of the current calls, the same with clearing the queue. Expected Behavior: We should have a way of actually pausing a campaign or all calls in an account and then continue without loosing the state of the assignment / outreach. I think we can use something similar to business hours where there is a “temporal absence calls”

Current Workaround: When the client sends something like "this client already paid" in the middle of the day. There's no way to remove it from the campaign so we currently add them to do not call list and eventually remove them. Expected Behavior: Have way of calling the cancel assignment endpoint through the UI.

Problem / Description: Campaigns can start outside business hours if max concurrency is set. In the code. When max concurrency check passes, IT DOES NOT check for calls being within business hours. Expected behavior: Block activated outside business hours regardless of Max Concurrency value.

Problem / Description: Giving access through the admin portal works 5 out of 10 times. We haven’t pinpointed exactly when but some things that can increase probability of failing are: - Account reached max seats (requires increasing them through JSON or Max Seats box, not sure which one actually works) - Account reached max reporting seats (required updating directly through the DB until a few days ago) Reporting is decoupled from GailAgent and GailGTP in the org JSON (that’s why we needed to go directly to the DB to add users. When giving access to someone. You need to add it first and even though you gave permissions it will say No Product Access. Then you need to open that user again and give thoose permissions. As operators. We receive around 3-7 asks from a client each week to help them giving access to people because they can’t give access for whatever reason. Specially Reporting access. Expected Behavior: Admin portal functioning perfectly in the admin portal AND in the org settings. More default max seats in an account (maybe 20 could be a good setting). More default max seats for reporting (5 per account). Adding a person with permissions doesnt require them to accept the invitation and then add the permissions again.

When Gail take message for a incoming call, their should be an automatic feature to make a task in agencyzoom.

Love to see GAIL and EzLynx have the same level of integration as AgencyZoom.

Original TItle: When Gail transfers calls to operators How do I know that I am receiving a call transferred from Gail, since my identifier shows me the number of the customer and mine to which I am being transferred? , in addition to being able to see the data that Gail has already obtained I must log in to look at the call but not all users have access to Gail, is it possible that you give us a summary whether you send us an email, text or notification in some way with these collected data? . (Example > Customer Pedro Perez phone xxx, wants to make online payment from company XX)