1071 results found
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Under the Questions and answers report, ability to pull certain evaluation statuses. (example, remove deleted/new/draft evaluation statuses)
Ease of reporting
2 votes -
Require additional customization of dashboards in Nice InContact Contact Center
In order to maximize our efficiency and update our staffing levels on the fly to better serve our customers, we require the ability to see average handle time, average speed of answer, and total calls by agent in real time in a widget on the dashboard.
3 votes -
Require additional insight into what an agent is doing when in state Outbound Call in agent state widget
In order to maximize our efficiency and update our staffing levels on the fly to better serve our customers, we require the ability to understand what agents in the Outbound Contact state are doing in real time via the Agent State dashboard. Currently, when agents are in the Outbound Contact state that is all we are able to know, and we need to understand if a transfer, hold, regular outbound call, or something else is occurring in order to maximize our ability to serve our customers. This information is required to be available in the Agent list, or a new…
3 votes -
Header Field Request - Add Customer Phone Number (ANI)
Please add a new header field called Customer Phone Number .
2 votes -
Add "Available" in the Unavailable Code Filter of the Agent State Dashboard Widget
The Dashboard has an ACD, "Agent State" widget, where one can filter out the various Unavailable States. However, it is not possible to filter out the "Available" state, meaning you cannot use this widget to only focus on certain Unavailable Codes (since all Available agents will always be present).
2 votes -
MAX Emails: Keep images in body vs. adding as attachment
Is it possible to have images stay where they were placed in an email? Currently, images are coming through as attachments in MAX. Signatures also often contain images which is adding to the number of attachments making it difficult to sort through. On longer email chains we're seeing emails with 30+ attachments.
3 votes -
WFM PRO - Ability to Export more future facing data from Intraday manager
Currently can only export a few days into the future to see forecasted volume, staffing. Would be very beneficial to be able to go out at least a week to 4 weeks to be able to see what the next week and month will look like.
4 votes -
WFM Pro - Ability to edit meetings in bulk
You can add a meeting for multiple agents at one time, but if you have to modify anything with that meeting, you have to go through and update it one at a time which can be very cumbersome and time consuming.
6 votes -
WFM Pro - Schedule generation - Ability to lock in activities when generating schedules
When using the scheduling generation module, have a prompt to select activities that can't be overridden if they have already been added to an agents schedule. Currently it is a shot in the dark if you have to generate a new schedule and get the prompt that schedules may be overridden on if that would include meetings, absences etc.
6 votes -
Reorder Metrics within ACD Widgets
We'd like to have the ability to reorder the metrics displayed within our ACD widgets. Currently, once you select them to be included in a widget you can't reorder them. We find some information more informative that other information and so we'd like that to be on the far left vs. on the far right and having to scroll to see the data.
3 votes -
CXone start-times enabled to 5 minutes - Admin SU - WFM Daily Rules
Currently, operational hrs in Admin | Scheduling Unit allows only to 15 min mark; same for WFM | Daily Rules shift start & activity relative start. A 5-minute opening activity is needed to get agents up-and-running to where they can start to take the queue calls - this time needs to be scheduled so that it's HR compliant for payroll purposes - hourly employee. In Daily Rules shift start & activity start time, enabling to 5 minute mark allows to pre-schedule this and save alot of manual work-around. Example- 755a for 5 mins so agent is available for calls 8a…
2 votes -
Color Coded Sentiment in RingCX Agent Interface
The suggestion is to provide Color-based Visual Queues of customer sentiment to the agent based on customer messages. Red/Yellow/Green is easier to identify than the current small/ mini grey icon reflected. If current message sentiment is exposed to the supervisor agent monitor, that would be an added benefit.
2 votes -
Music on hold optios
Give users the option of various genres of music, like Apple does, or No music at all so I can concentrate and talk to collegues while holding
1 vote -
Disable/Enable 2 Factor Authentication on certain users
It would be useful in a way that we can choose which users can we can disable the 2 Factor Authentication to, this way, we can track and increase security for certain users. This could also ensure that they don't sign in/use the app another device
17 votes -
Ability for Quality Plan to return entire recording
Ability to request in the Quality Plan that it return the entire interaction that matched the filter criteria, not just the segment.
1 vote -
RingCentral Contact Centre: MAX Agent Windows Application
Please may we request a Windows Application/Service version of the MAX Agent? The Web Application is problematic for users, particularly those who are remote working on laptops as when agents go on break and the laptop goes to sleep, the MAX Agent will stop working and they have to sign back it.This is a known issue and the current workaround is to disable all power savings settings.Ideally we'd want the MAX agent client to operate the same way as the RingCentral App for Windows which seems to recover from sleep and network disconnects very well!
1 vote -
Change agent state through Max Supervisor
When launching supervisor I want the ability to change an agents status for example if I wanted them in available and they were unavailable I can manually change their status for them or vice versa
107 votes -
Real time call monitoring in studio
Real time call monitoring in studio so they can see where traffic is flowing real time for troubleshooting purposes
2 votes -
WFM Pro - Improve Request Approval Process
We have encountered issues where we have had to make a change to an agents schedule, not realizing that they may have a pending request and unknowingly to us it will then discard that request and we may never see it.
5 votes -
Ability to take DNC's off the List thru an upload
We currently have the ability to upload a file to add to the DNC list but we do not have the ability to upload a file to take off the DNC list. We have hundreds of records every day that we need to add and hundreds that we need to remove but currently the only way to remove them is manually one at a time. I was just at the DNC.com TCPA Summit last week and there are lawsuits in the works right now for this very reason. They are specifically looking at whether or not the clients DNC match…
18 votes
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