Conan Broad

Currently there are 2 buttons to leave a Consult Call (as the consulted agent), but only 1 of those will notify the Primary agent that they have left the call.

If the consulted agent uses the (Red door arrow) Leave Call button on the Communication Panel instead of the Chat pane, it will not notify the Primary agent.

The explanation for this is because the consulted agent is still in the chat conversation, and has not truly left until closing their Session tab.

It would be helpful for the Primary agent to see when the consulted agent has left the voice call.

Also if the call recording is being reviewed, the message should appear on the conversation transcript (as it would be consistent with the other method of leaving a consult call).

Currently the ringtone for an Agent making an Outbound call is very quiet compared to the call volume and users need to turn their volume up to an uncomfortable level in order to hear it. This means when the customer answers the volume is excessively loud.

Adding the ability to adjust the ringtone volume as an agent/CSR level setting would be helpful, or just match the ringtone volume to the voice call default.