174 results found
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CXONE SUPERVISOR MANAGEMENT TOOLS
Reviewing this course I found under Pulse Basics that SSO does not work with Pulse.
For the customers, like us, that are SSO Only will there be a time when this will work with SSO?3 votes -
New CXAgent - "New Outbound" Icon not intuitive
The new CXAgent, which replaces the MAX agent, use a microscopic icon for the agent's "New Outbound" calls. The icon resembles the "Launch" icon in the MAX Agent, rather than a more appropriate and intuitive one that MAX users would readily identify.
Please update the "New Outbound" icon in the CXAgent to be more intutive and user-friendly to MAX users. Hint: the MAX icon with the Person symbol and plus sign, is suggested.
1 vote -
Month on Month Seeking (Forward/Backwards) button for Schedule/Intraday Manager
As part of the current build, when on either Schedule Manager or Intraday Manager, I often find myself looking to compare month on month as well as day on day.
As it stands, we only have the functionality to skip forward/backwards by a single day via the < AND > symbols.
It would be extremely useful to be able to seek forward and backwards by a month as I've seen in similar WFM systems for ease of navigation. This could be implemented via an additional << AND >> buttons to each side of the navigation bar, which would greatly improve…
2 votes -
Auto-Population of email address in DFO Agent
Auto-population of email addresses in DFO Agent, similar to Outlook's functionality. This feature would automatically suggest frequently contacted recipients as users begin typing email addresses.
This request is for agents mostly, but affects any user that is using CXOne agent to send an outbound email. In microsoft outlook, when you start to type an email that you contact often, outlook will auto populate the person’s email address or a list of possible emails for you. We would like that capability in CXOne agent as well, without having to keep a manual list of contacts in an address book.
1 vote -
Limited Extensions should be available on InContact/MAX Company Directory
Limited Extensions in RingCentral platform should be available on InContact/MAX Company Directory.
This will allow us to Transfer call from one Department to Another.
6 votes -
Hearing Impaired Solutions for Contact Center
Hearing impaired solutions for Contact Center. Need a way for the hearing impaired to easily use the integrated softphone and all other Contact Center interfaces. Ideal solution would be for Closed Captioning, with a wide range of options, to work seamlessly with existing Contact Center solutions. Hearing impaired users will need the ability to read what the caller is saying, as well as any audio sounds that need converted to a hearing impaired solution and/or Closed Captioning of some kind.
1 vote -
Integración con Hubspot
Integrar Contact Center con Hubspot
1 vote -
Adding Alert in RC Dashboard Contact Center
We would like a way to alert managers/team leaders if no calls have come through for 15 minutes. The alert would let us know if there is a potential issue, whether internal or with the platform itself.
5 votes -
To add Disposition Code and Disposition Comment to custom report fields
Add Disposition Code and Disposition Comment to custom report fields
3 votes -
Reverse Shadow function
In our former Mitel system, our Contact Center trainer was able to set the phone on coaching to the agent’s extension. This put one of our headsets into listen only mode and the other headset was in talk mode. For x amount of time, the new agent would be listening while the trainer talks. Then we reverse this
4 votes -
Press Enter to Call in Max Agent
When attempting to make a call from Max Agent, you need to enter the phone number then click on dial. The option to press enter instead of dial should be allowed as well. Would make calling easier.
5 votes -
Call recordings in Stereo
Ability to have call recordings in stereo not just mono
1 vote -
tone when transferring call
Play a tone or (zip tone) to the far end when transferring an inbound call to an external number. Confusion sets in on the far end when you transfer a contact as the far end is unsure when the transfer actually connects the caller. A tone would automatically announce the caller is now on the line.
4 votes -
Emergency External number
It would be a good idea if we can add 3 digit emergency contact numbers in the Account Settings > Directory Integration > External Shared Contacts Directory for all staff to be able to access to. For example: 911 and 988 are emergency numbers, but we cannot export that into the external shared contact directory for all staff to use
1 vote -
Increase Character limit in contact center
Increased character limit (currently 50) so they can assign CXone attendant to user who already have a profile established in Contact Center.
1 vote -
Metrics Summary Dashboard Widget - Need to Include a 'Refusal Reason' Metric
Currently within the new Metric widgets, we have the Metrics Summary. I use this for a summary of refusals per agent but it lacks a crucial element, the reason for the refusal. (i.e. No answer, busy etc.).
Please can you add a 'Refusal Reason' metric so that we can not only monitor refusals but understand WHY they were refused. I understand that we have the Agent Refusal Report but an addition to the dashboard would make this a much quicker and easier process day-to-day.
As it stands, we have the current metrics for refusals:
Refusals
% Refusal Time
Refused Time…1 vote -
Agent Adherence grace period
Allow Admins to set up a threshold for adherence for different activities. Example: We could give a grace period of 5 minutes for Lunch or break so if the employee was late to go on break because they were handling an interaction they would not be marked out of adherence for those 5 min.
4 votes -
note taking ability
add the ability for the caller to make notes that are important to their next contact with the lead
1 vote -
Quality Planner for Calibrations
Use Quality Planner to create a series of contacts for calibration on a one-time or ongoing basis.
2 votes -
Increase the limit of widgets on the dashboard.
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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