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138 results found

  1. add the ability for the caller to make notes that are important to their next contact with the lead

    1 vote

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  2. Current widgets are limited to 20 per dashboard. Rather than making multiple dashboards, increasing the amount of widgets would allow more data to be visible in one place.

    2 votes

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  3. UI suggestion:

    The Call and Hang up button are essentially in the same spot and a few times at the end of a call, the doc hangs up before me and I almost click the call button. I've noticed that the docs number is still sometimes there so I am worried that I will call the doc back after hanging up. Not a huge problem because I haven't missclicked yet, but if the buttons were offset - maybe the call on the left and the hang up on the right - I wouldn't run into that.

    Maybe set the button…

    3 votes

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  4. Schedule adherence should not be impacted when a rep goes to break or lunch late because they were on a call. There should be a way for the system to recognize that the agent is on a call and to auto-adjust the schedule when rep goes to break/lunch so it doesn't show as being out of adherence.

    2 votes

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  5. We have department address books set up for frequently dialed numbers and conference numbers for things like translator services. A few of the numbers we dial require the agent to put in a pin after an IVR plays. Currently, the agent has to manually enter the number. It would be so much easier if we could use commas in the number to put pauses in the dialing. Example: 8001234567,,,12345,,,2345

    2 votes

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  6. My concern is the state of START populating in Live Monitoring when the state should be Unavailable. There appears to be an issue with Live Monitoring not updating the state or refreshing the state.

    Within UserHub's CXone Supervisor > Live Monitoring > Agents > Activity > States, we can currently see Available, Working, and Unavailable states with time-stamps (Start Time). The previous version of Supervisor included "Logged In" with time-stamp and "Logged Out". Our users found this information beneficial and a significant time-saver compared to running prebuilt reports to obtain the same information. We would like to see "Logged In"…

    2 votes

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  7. Details of the enhancement: Customer wants to put a feature enhancement request for the new Dashboard where in when he tries to share the Dashboard to other agents via Project mode, the agents need to see the changes that he made on the Dashboard real-time.

    What problem are you trying to solve or what problems does the current functionality cause? For agents to be able to see the changes made in the shared Dashboard via project mode

    What steps did you take to get there?
    1. Login to Contact Center portal.
    2. Click Applications>Dashboards.
    3. Select desired shared dashboard from…

    1 vote

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  8. Add Disposition Code and Disposition Comment to custom report fields

    1 vote

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  9. This is not to show the current status of an agent from Max's Address Book/My Team list from an agent's display. This is for the purpose to avoid call avoidance and other acts that dodges the queue.

    1 vote

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  10. Use Quality Planner to create a series of contacts for calibration on a one-time or ongoing basis.

    1 vote

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  11. Customer wants to have the ability to dial out other agents or user extensions on CXone Agent in Contact Center. Currently, customer can only dial phone numbers on CXone Agent.

    1 vote

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  12. When the dialer detects an answering machine, it only allows the button that they click to appear for a maximum of 20 seconds and sometimes it takes longer than this to get to the end of the donor’s answering machine intro for them to be able to click (if they click the button halfway through the donor’s answering machine intro, the pre-recoded message they leave will be cut off at the beginning). All this to say, we are wondering if we could see with RC if the maximum seconds the button appears for could be increased

    2 votes

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  13. Just like how we can set up call rules there should be a text rules feature as well so that I can add my work hours. I’ve gotten texts from clients that are non-emergency at 3 and 4 in the morning that I shouldn’t be notified for outside of work hours. I don’t want to go into the app and set my status as Do Not Disturb every single day. I suggest text rules being added as a feature.

    1 vote

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  14. Have the ability to add blackout days so the system can automatically deny time-off requests if these dates are requested.

    2 votes

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  15. What would it take to get font colored modified in the dashboards. For example, in the old dashboard, when there was a contact in queue, the number representing how many were in queue was in red font – this would catch one’s eye and emphasize, “ This is number that needs to be decreased…”. In the new dashboard, the font color isn’t as “impactful”:

    1 vote

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  16. Is it possible to change the state that our agents from the MS Teams who are put in from the default. An example would be agents being moved to DND on Teams when they are on a RingCentral Call, we would like them to remain available on Teams so they can see notifications.

    1 vote

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  17. Ability for Agents to be notified/alerted if UNAVAILABLE for XX minutes

    1 vote

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  18. Client wants to add the reject button to the preview dialer configuration

    1 vote

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  19. In Hours of Operation, you can put a SKL into a Meeting under Override Branches, so that the meeting prompts play. There is currently an Expiration Date/Time, however, my management team is hoping that a Begin Date/Time option could be added so that the meeting can be scheduled at the the beginning of the day and they would not need to go in at the time the meeting starts to put it in Meeting override.

    1 vote

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  20. Retain Agent Unavailable Code after Saving a Disposition

    Is it possible to set an agent to an unavailable code after they save their disposition? We currently have dispositions set to required in 'Post Contact' for our ACD Skills. Once the agent saves their disposition they are immediately put into an Available status. What we would like is to have a 30 second window where, after saving their disposition the agent is put into another unavailable code. Once 30 second have passed the agent would then be put into Available status, ready to take another call. We are aware they can…

    1 vote

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