391 results found
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Set Max Agent to DND for calls created in MVP
Currently, when making a call in the NICE MAX agent it will set the RC App to DND. We would like to get this feature in reverse as well. So when a call is initated through the RC App (MVP) it will also set the MAX agent to DND
2 votes -
Copy Contact Center Holidays
Just having the ability to copy holidays from one hours of operations profile to multiple others would save a ton of time. I see similar requests to this but not specifically hours of operations in Contact Center.
2 votes -
Add platform logins to "login" metrics for Contact Center reports
I've found that the report metric as well as "Last Login" information on a user in Contact Center is only counting logging into MAX. While I can see the usefulness of that metric, we also would like to see login information for the users when they log in to the Nice/InContact platform as not all agents take calls in MAX, they could be looking at reports just on the platform, etc...
4 votes -
Add Ringer and Audio control settings for RingCentral Contact Center Voice Chrome Extension
Currently, the customer is complaining that the incoming ringer is too loud. They are using headset. We do not have options or settings in the RC CC Voice chrome extension to separate the ringer volume or settings. When they lessen the volume it also make the conversation difficult as it also lessen the volume of the conversation.The customer is requesting to have a separate audio or sound setting that will control the ringer only.
5 votes -
Allow customization of the DND menu prompt.
When accessing the "dial by name" directory, a press pound statement is required at the end. Press pound is not included in the default announcement and there is no option to add this statement
1 vote -
Adding Personal Emergency Response Locations on User Settings Template
Please update User Settings Template and Personal Emergency Response Locations so we can set up bulk Personal ERL by using the template
1 vote -
Error message needs to inform error reason for cannot disable user
When disabling a User CC gave me an error without telling my why. The reason ended up being the User was a manager and I needed to remove her from the slot.
1 vote -
Unified id for apps in contact center
Please add a global id for agent's in NICE CX-ONE contact center, at the moment ACD uses its own id, WFM has no none, QM has their own but is not the same as in ACD, so we can create a Dashboard that can show results from across apps of an agent or a team in the contact center.
9 votes -
Contact Center - No Hold Music when truly "on hold"
When truly "on hold" with a contact center agent, there is not an opportunity for hold music or messaging to play. The system offers that functionality all through the IVR, call queues, interrupt messages, etc., but once an agent engages a caller, the ability to hear music or messaging while "on hold" disappears. The same is true for each part of our IVR within the contact center.
2 votes -
Contact Center - Disposition and Tags for second assignment / resolution in call
Call comes in for one area of contact center and is assisted. Caller then asks to transfer to another area of contact center for different matter. The second stop on the call cannot currently be marked with a disposition or tag, as the fields are occupied from the first instance of service.
3 votes -
Please move Auto-answer option and settings to an Admin Controlled environment instead of agent controlled
Please move Auto-answer option and settings to an Admin Controlled environment instead of agent controlled. Please remove the Inbound Auto-Answer setting from Agent permissions, moving this setting to Admin Only. Currently agents can control and adjust this setting at any time wither intentional or accidental impacting service levels for ALL skills/LOB's.
7 votes -
Option to Turn Off History log in Max Agent/Salesforce NICE CXone Plug-in
Using the HISTORY log to transfer calls is not something that our company would like to offer as an option to our users, or at the very least, we would like to have the ability to toggle it off. At no point do we want to give our users the ability to transfer a caller to another user who called in previously. Furthermore, if you glance over the HISTORY, which is displayed in small gray text, you will notice that the skill name is bolded within the block of information. This has caused confusion among some of our users over…
8 votes -
Store CNAM of incoming ANI in variable - Contact Centre
When a call arrives in the Contact Centre, there are a few variables that Studio picks up about the incoming call, such as it's ANI, City, State, Country - but for whatever reason, the CNAM (Caller Name) is not captured.I would like to see CNAM be captured in a Studio variable so that it can be used or passed to the agent accepting the call.
1 vote -
Ring Central Contact Center My Zone Recent Interactions
Add the ability for the My Zone to see the Customer Info. We have team members that may need to look at their history, and do a call back. Nice to have all in one location for team members.
1 vote -
Contact Center IVR press path summary analytics
Currently available reporting for CX1 contact center analytics provide code based detail of call path through the IVR. It would be much more useful to see summary data on the number of calls entering a particular IVR path in a given time frame, the number abandoning from that path, and the number requesting an agent from that path.
1 vote -
Add skills to dispositions
At the minute when you create a new disposition to add it you have to go to the skill you want it adding to and add it there. If you are only adding 1 disposition and want it adding to all your skills this in incredibly time consuming and inefficient. It would be great to have the ability to add skills to the relevant disposition once it is created.
1 vote -
Call Quality Report for Incoming Calls
Have a report to understand call quality phone calls coming into IVR. Better understand or be able to search for a contact id and see the quality of the call
1 vote -
Max Agent Client - accepting calls dialog box to appear in different area
Customer service agents get the call prompts in the same area as windows notifications and makes it harder to answer call. Adjusting how many seconds it will appear for call to be accepted
1 vote -
Email Notification when IVR Phones Are Turned On and Off
Email notification can be set up when Hours of Operation are changed for Contact Center so that teams can be notified of such changes for awareness.
1 vote -
Request for dead air/long pauses reporting feature in Ring Central
I am writing to request a feature for the Ring Central tool that would allow us to report instances of dead air/long pauses during calls. It would be incredibly helpful for our team to have this feature as it would allow us to monitor call quality and ensure that our customers are having the best experience possible. When reviewing an interaction, we have the ability to skip the silence so I think this data can be tracked and reported.Thank you in advance.
2 votes
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