1071 results found
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Create auxiliar status (login time, logged out, lunch, break of the agents)
I need to measure login time, logged out, lunch time, and breaks of the agents
6 votes -
Adding a pop-box when an interaction is selected to be evaluated, but has already been evaluated.
Ease of evaluating and refrains from double working.
1 vote -
Under the Questions and answers report, ability to pull certain evaluation statuses. (example, remove deleted/new/draft evaluation statuses)
Ease of reporting
2 votes -
A dashboard widget that shows the percentage of evaluations above, meeting or below compliance rate goal
Gives a great eye view of progress. And from there a filter can reveal who falls were.
3 votes -
The ability to edit evaluations sent to agents before they are acknowledge/challenged.
Reduce the trunaround time on when the task is completed.
4 votes -
When evaluating, to have the ability to edit comments, once saved.
Allows evaluators to be more efficient when needing to make an update.
5 votes -
WFM Pro - Ability to export WEM Skills
Would like to have the ability to export the employees assigned to WEM skills to understand how many are assigned to a WEM skill or who may be missing that assignment easier.
3 votes -
Under My zone, have the ability to view evaluations by evaluator under the performance monitoring tab.
More efficient ability for Sups/Managers to monitor both who's been evaluated and who is evaluating.
2 votes -
Follow the call journey from start to finish.
Provide the ability to access/download a report that shows the call journey from start to finish even if it is transferred back to the IVR and to other extensions.
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 -
Header Field Request - Add Customer Phone Number (ANI)
Please add a new header field called Customer Phone Number .
2 votes -
admin
For the admin page for EV when pulling up the accounts can the admins only for that account pull up rather than having all admins on C01 or C02 pull up? We could also use it for security reason too as they can have an Id associated with the admin and they have to give us ttheirhere ID
8 votes -
MAX Agent Emails - Increase File Attachment Size
We'd like to be able to attach files over 10 MB to emails in MAX Agent. We have resources that large that we need to be able to send to our customers but we're unable to. When an agent tries, they see the message "Attachment Too Large".
6 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 -
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 -
Dispositions in Max Agent - Ability to create sub dispositions
We are looking for the ability to create sub dispositions under a disposition. This would give us the ablity to match up from Max Agent to Zoho CRM which we are moving too.
3 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 -
Granular Permission for Employee Unlock
Currently, I understand you must have edit permission to unlock an employee. I would love to be able to assign Supervisors the ability to invite or unlock agents without giving them access to assign full admin rights to someone.
14 votes -
incoming calls sent directly to voicemail
Currently, an agent can be on a call with a customer. When a second call is inbound to that agents direct line or extension, the call that the agent is on gets quiet/muffled and a pop-up for the second inbound call appears. Ideally, the second inbound direct call would go straight to voicemail as the agent is not going to end the current call that he/she is on.
4 votes -
ability to lock incoming call pop-up window in a specific location on a specific monitor
We just went live on RC. For the most part, it is a great improvement from the system that we had prior. Each Customer Care agent has 2-3 monitors. The incoming pop-up window appears on which ever monitor they are currently working on. Ideally, they could pick a monitor and location (lower right corner) for the incoming pop-up window. This ability would eliminate the need for the agent to continually drag the window to the desired monitor.
7 votes
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