677 results found
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Ability to delete evaluations
Quality Monitoring: Ability to delete evaluations without needing the agent to acknowledge the evaluation first.
3 votes -
Quality planner - once an evaluation plan has expired, the plan disappears and results are not available
Quality planner - once an evaluation plan has expired, the plan disappears and results are not available. QM reporting limitations. 8 specific reports in pre-built and can be used in other RC platforms.Create reporting for this areaTemplate to automate extraction of raw data and export. This would be similar to the ACD metrics currently available.
3 votes -
Inbound blocked caller ID should display Blocked Call instead of company phone number
Currently, inbound calls to the Contact Center with no caller ID displays as our main company number. We would like to change this to display Blocked Call.
3 votes -
Add the ability for multiple extension to listen to the same call simultaniously
Our sales team would like the ability to have multiple agents and managers listen to the same active call at the same time for training purposes.
3 votes -
Remember Me is missing - Add remember username back to sign in
https://na1.nice-incontact.com/login/#/ does not have option to remember username. Login.incontact.com does have remember me option. See attachments.
3 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 -
Sort options for Real Time and Schedule Manager
Would be convenient to be able to sort by any chosen column in Real Time and Schedule Manager screens.
3 votes -
We need a contact center admin app for mobile devices
if you are an admin of the contact center, you should be able to login and view the dashboards etc.
3 votes -
Scheduling tool similar to calenderly or mixmax
I'd love to be able to share my availability in pre-determined time increments with my clients to schedule from. Having a this tool built in with ring would be a huge time saver for me and most anyone that has to schedule meetings.
3 votes -
Time off Request Annually- to be able to approve without regenerating the schedule and publishing
Time off Approval- being able to request and approve vacation time off yearly. Currently we are not able to approve future request off for employee vacation unless a forecast is generated. We are wanting to be able to approve future dated scheduled without having to regenerate a forecast and publish a new schedule.
3 votes -
More Flexibility in WFM Pro
It recently came to my knowledge that in WFM Daily Rules are suggested to be kept at a 4 hour variable scheduling window. We are a business that supports 36 restaurants. Our call center hours are 6am - 12am and our agents work very flexible hours. We were not aware nor does it say in the help center that there are large limitations to the flexible start time window in the daily rules. There is no documentation saying that times and variations need to be limited for a schedule to be ran successfully.
3 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 -
Create additional WFM Prebuilt Reports or Make WFM Data Available in Custom Reporting
Currently we cannot add any WFM related fields (scheduled activity/actual activity/adherence/forecasts) to custom reports, and the prebuilt reports for WFM are very lacking. This makes it extremely difficult to analyze and coach our team. We are requesting prebuilt reports to be created, or to be able to be created as a custom report, to provide summarized and detailed data on adherence/schedules/forecasts/activity by agent and team.
3 votes -
WFM PRO - Improve Schedule Reporting Process
We need to have a better way to understand how many hours for various activity codes team members are scheduled for to be able to include them in grading an Agents performance metrics such as unplanned absences and interactions per scheduled open hours. It is also beneficial from a higher level to know how much time is being allocated to various activity codes to know where you can draw from if needed.
3 votes -
WFM Pro - Display Remaining balance in Hours instead of days
In time off rules, it would be much easier to manage if the time allotments were in hours instead of days, or at least be able to set the preference. As team members use partial days of an absence type, it becomes more complicated than it needs to be in trying to convert fractions of a day to hours to help them understand how much time they have remaining.
3 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 -
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 -
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 -
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
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