397 results found
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MAX Agent: Allows agents to create individual Quick Replies
Would like the ability to create personal Quick Replies. As it stands, if we grant someone permission to edit Quick Replies it allows them to edit all Quick Replies. We'd like for our agents to be able to create personal Quick Replies but not have them visible to everyone.
10 votes -
Ability to Change Ring Tone with RingCentral Contact Center Voice Browser Extension
Details of the enhancement:What is your use case and who is the user (agent, supervisor, customer, etc.) for your request? We have about 400 agents using the RingCentral Contact Center Voice Browser ext to answer incoming calls. What problem are you trying to solve or what problems does the current functionality cause? An unpleasant ring as described by many agents in our busy Call Center that hear this in their ear via headset all dayWhat steps did you take to get there? No options in the software to adjust the ring tone/ring type. How do you want the feature/product to…
10 votes -
Edit Completed Evaluation
My team completes Call Monitoring and its extremely hard to do Call Monitoring in Contact center as you are not able to make an update to a scored evaluation once saved. There is no way to update if a rebuttal is received nor can we do internal QA without deleting the evaluation and rescoring the entire call. Please make the update to be able to edit as this item needs to be available to complete Call Monitoring.
9 votes -
WFM Pro - ability to schedule breaks /lunches after meetings or other work has been added
To have the option that the automatic scheduler can schedule breaks and lunches after the team has inputted any manual meetings/off phone work. MTVH has a lot of off phone work which is manually scheduled in after the shifts have been scheduled. Some manually added work can be scheduled over break - this then overwrites all the breaks/lunches that have be automatically scheduled. The WFM specialist then has to add lunches and breaks back manually at indivdual level - which causes a lot of extra time for me to schedule. It would be a great help if the tool had…
9 votes -
WFI Rules: Apply multiple conditions to skill based rules
We are utilizing WFI rules in the Contact Center. Most of our rules are skill based. We'd like to be able to utilize multiple conditions on these rules. This is an option for Agent rules but not skill based rules. The below is an example of the type of condition we'd like to create for a skill based rule to show the complexity of our request:If there are fewer than 5 emails in the SupportEMLWorld skill, and more than 100 emails in the SupportEMLGeneral skill, and the oldest SupportEMLWorld email is less that 24…
9 votes -
Add/remove agents from Teams (Permissions)
It must be possible to add or remove employees from Teams without the users having to have edit permissions for the employee record.Edit permissions for the employee enable the user to change employee details such as External ID, Role etc., and user's access to these must be restricted as it potentially impact log in processes and other security aspects.Moving employees between Teams must be possible WITHOUT edit permissions on the employee details.
9 votes -
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 -
Enhanced Calibration Report
Within QM, provide a more robust calibration report that shows each evaluator's scores/comments by question type with the variance. At this time, we have to run a separate report on each evaluator to see the variance but you cannot easily compare the evaluators for the most valuable calibration meetings.
8 votes -
Show what number your customer is calling with customer number.
It would be extremely useful to see what number our customer dialed to reach us for best marketing research. Would also need to see customer information as well
8 votes -
QM - Editing a Submitted Evaluation
If a user submits an evaluation, and they realize they made a mistake, they must wait for the agent to review the evaluation and ‘Request Review’. A user should be able to ‘edit’ the evaluation form without the agent having to take this step. The agent might be out of the office or can’t get to it right away. The user needs to fix the evaluation score immediately and not wait, so an edit option is necessary.
8 votes -
send pop ups to members of a queue when a call is waiting to be answered
If a call is sitting in a queue after a set amount of time, send a pop up to members of the queue letting them know a call is waiting. This would allow agents not activated to jump in and answer the call.
8 votes -
Object and Meta Data tagging capabilities of our call recordings so we can set specific retention policies by Team in our custom storage
Request a feature for object tagging capabilities of our call recordings so we can set specific retention policies by Team in our custom storage bucket.
8 votes -
WFM Pro - Ability to generate a new schedule for one or selected team members.
It would be great to be able to have the ability to have the system generate new schedules for one or just selected team members versus having to generate it for the entire scheduling unit each time. This flexibility would be beneficial in instances where a team member may change shifts or a rotation may be off and save a lot of copying shifts around.
8 votes -
Increase size limit of email attachments from NICE/Contact Center
Current size limit is a 30 MB attachment but I have been told it is a 10 MB limit. Increase attachment size to 150 MB to allow for longer recordings to be emailed.
8 votes -
Add Searchable CRM field on Evaluation Form
As an evaluator completing an evaluation form, I want to be able to see a searchable CRM field on the evaluation form. It's critical that I monitor the case in CRM that corresponds to the interaction. I want to efficiently launch the case, the interaction, and the form from one place.
8 votes -
Dashboard: view agents next unavailable status
We would like for our supervisors to have the ability to see what a reps "next status" is set to. For example, if they are on one chat and we are expecting them to be on two chats, it would be helpful to see that they are set to "Unavailable - Lunch". This helps to tell the story about their current work.
8 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 -
Can a feature be created where we can allow grace periods for different activities so that an agent's schedule adherence won't be heavil...
...y impacted if they are on a call and are having to take their break or lunch later than scheduled.. Schedule adherence is one of our agent goals and agents should not be penalized for taking their break or lunch later than scheduled because they are stuck on a call. Adding a grace period would help.
7 votes -
Survey & Feedback after calls
We are requesting to have a survey email or Feedback email after the call ends. Once the call ends we would like an auto generated email sent to the caller internally.
7 votes -
recording system that flags calls that use inappropriate language
Customers with full time call recordings would like to bookmark calls where inappropriate language is used for follow up...even better to have the ability to initiate a warning message if bad language is being used
7 votes
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