Feature Requests

Would like to have the ability to answer calls with the ear bud or headset rather than have to run back to the computer. log in at times, before being able to actually answer the call.

Is there a way when calling out to customers through EC it shows which team are calling them and has the company name and location?

Create additional permission levels that allow an Advisor to be a Manager of a specific team, but not all the teams for the entire company.

Need the ability to call internally to our other locations by dialing their department expert connect phone number from our department expert connect phone number. Currently no option to make inter-company phone calls from one to another. Doesn't make much sense to not be able to communicate with our other locations using expert connect

This would make it quicker and simpler for staff to stop receive notifications until their next shift starts and no need to remember to go in and turn on notifications for their next shift. Also would assist when on lunch or off for a weekend to be able to change it once and last for more or less than the 12 hr preset. Would also be helpful to have this in the web application

We need to be able to communicate through expert connect between various Teams, Locations, and Departments. Right now if a call is made to an Advisor inside expert connect, it calls their cell number and does not ring the app.

As we are using EC to manage our technical and IS consultants, we need to be able to see what phone time and manually entered time is going onto each ticket in a report. We used to be able to do this in agrisync, however it was a bulk download and required an Excel guru from NASA to break it down to be able to work out the productivity of an advisor and to what categories etc that they had been attending to. These parameters have been removed from our access as EC sits today in regards to the bulk download. Productivity reporting for advisor hours needs to be a priority, especially in IS. This is also needed so that chargeable hours are followed up and invoiced when required.

I have DP's, Managers etc wanting to be added to all new tickets raised against a certain customer to help manage the relationship and know what is going on at their fingertips.

More than one operator may use machine with issue, different shifts etc... Or farm manager may start ticket and it may end up with the person operating the machine. Be also good if they both(or more than both if more people need to know how the issue is progressing) received updated ticket details of the issue.

It would be nice to be able to speak to the advisor you want to put a call through to before they speak to the customer, that way you can give them any other details of the ticket and know what is going on before they start talking to the customer.