677 results found
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Customize Work Time
Ability to customize what is calculated as "Work Time" using Custom Unavailable Codes that can be designated as included in the work time calculation. We want to allow agents to select custom statuses ( meetings, trainings etc...) that would show them as unavailable for inbound calls, but would not against them in the working rate. Currently, we have to manually add this time back using an Excel spreadsheet! If we can add customized unavailable codes, we should be able to indicate if these codes should or should not be included in the work time.
1 vote -
911 through RingCentral
The request is to support E911 from RingCentral when dialing from MAX. Currently, RC agents can only dial 911 from RC endpoints except the RC Contact Center Chrome extension. If they dial 911 from Max those calls have the risk of not being properly configured or using an invalid location. RCCC should be configured for 911 traffic to route across to RingCentral. The could allow customers 911 to be managed like our customers using RingEX and would add to support for mobility that is not available by RCCC today (as 911 is a static setting handled by administrators and not…
6 votes -
Outbound Emoji with embedded links
The request is for emoji or words in their reply messages within chat and email to have an embedded link when clicked that routes to their feedback reporting tool. This would be the ability to send an outbound survey from the original reply to a customer, Feedback Management in particular.
1 vote -
Chat Feature to add to company website
It would be helpful if the chat feature on a companies website would be tied to the phone, that way when someone is off (Do Not Disturb) they would not be in the queue to receive chats.
1 vote -
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 -
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.
8 votes -
WFM Pro - Hierarchy View within Schedule Manager
Have the ability to view and drill into scheduling units/groups to select individual team members from multiple teams or groups from the schedule manager view.
4 votes -
WFM Pro - Meeting Scheduler - Recurring Meetings
It would be a huge time saver we would be able to creating recurring meetings from the meeting scheduler and then be able to edit a single occurrence or all occurrences in that series similar to Outlook meetings.
14 votes -
WFM Pro - Manage Requests Additional Functionality
It would be beneficial if in the manage requests tab, you could sort by any of the columns, in particular the submit date/time to be able to view in ASC order to have the oldest requests at top. Also, being able to see the Team that the agent is associated with and have any comments that the agent submits carry through to the schedule if approved.
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.
7 votes -
Contact Center - Add recordings to a skill without RING Engineering engagement
I would like to be able to create a skill and add recordings to be played (agentless) without engaging Account Leadership and creating a CR and paying for a CR. Give me a simple UI.
1 vote -
WFM Pro - Ability to handle multiple requests submitted by an agent for a single day separately.
It would be beneficial and more efficient to be able to handle requests separately in case the response to either approve or deny the request needs to be different based on the request. It would also be nice to correspond with and agent via the request without having to approve or deny it.
5 votes -
Ability to delete evaluations
Quality Monitoring: Ability to delete evaluations without needing the agent to acknowledge the evaluation first.
3 votes -
Allow users to place call on hold to answer second incoming call
We do not have the ability to place an active call on hold to answer the incoming call unless we get up and answer the call on another phone in the office
15 votes -
Add a filter to the Active Contacts Report in Contact Center
Need to be able to filter the Active Contacts report by skill. We have several VM skills and the managers want to be able to only see the active contacts in the skill they manage to see if there are duplicate VMs in the skill from the same number. I know you can export to a csv to filter, but we need it to be kept in the web GUI so that when we see multiple contacts from the same number, we can clear those contacts if the issue is addressed with the first VM that was left.
3 votes -
WFM Pro - Ability to filter by team member in requests
It would be much more efficient if we had the ability to filter by team member to see what all requests that they have submitted. Right now, you have to hope that you click on the correct day and then cipher through all the requests for even the scheduling unit to try locating it.
4 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 -
WFM Pro - Ability to set up approval rules for activity codes other than Out of Office
Be able to setup approval rules for other activity codes other than out of office requests. That way we could automate approvals for activities such as overtime, trainings based on staffing levels.
4 votes -
Additional logic operator for Report Template filters
The current logic operators in CXone Report Template filters support =, <>, >=, <=, >, and <. Customers often need to include blank or null values or exclude them. Adding "IsBlank"/ "isNull" or "NotBlank"/"NotNull" operators would make this very easy. The current workaround is to open the exported file in Excel and manually include/exclude the blank values in the columns.
1 vote -
WFM Pro - Have some place that shows what weekly rule a team member is assigned to.
Please add the capability of showing what weekly rule a team member is associated with, either in the Employee section or in schedule manager, or even just a search function by agent in the weekly rules. Otherwise a lot of time is wasted trying to click through and find which weekly rule a team member may be tied too.
4 votes
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