676 results found
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CxOne Agent need list of skills to transfer
Currently when comparing Max with Cx Agent. No option to select a skill once a user hits Transfer- (In MAX, you can hit transfer and the skills options shows up). Agents are having to dial the full 10 digits of the skill they want to transfer too. This is causing a slowing down of productivity as Causing slowdown and its just not as easy as when in Max you just select the skill and transfer
1 vote -
improved accessibility options in the supervisor view
Affected user is vision impaired, and therefore utilizes accessibility features to navigate their PC. They have no mouse and rely on keyboard commands and shortcuts to navigate. On the legacy supervisor view, agent was able to navigate with ease and make adjustments/supervise agents as needed. Ever since moving to the new supervisor view, the agent has been struggling to perform some aspects of their job. User can search and select users, but cannot adjust the proficiency of users with their set up. Also, they cannot select the elipses on an agent to live monitor them. There's a few other issues,…
1 vote -
WFM: Prefer to see a working wait list within NICE IEX.
A wait list for time off requests that are not approved which will allow agents to view their position on the waitlist and periodically recheck for auto-approval (which is another improvement idea).
1 vote -
WFM : Set holiday allocations per consultant
Work Force Manager : We need the ability to set holiday allocations per consultant .
Consultants can accrue holidays beyond length of service.
i.e. buy/sell holiday, be given TOIL etc.1 vote -
Auto-Population of email address in DFO Agent
Auto-population of email addresses in DFO Agent, similar to Outlook's functionality. This feature would automatically suggest frequently contacted recipients as users begin typing email addresses.
This request is for agents mostly, but affects any user that is using CXOne agent to send an outbound email. In microsoft outlook, when you start to type an email that you contact often, outlook will auto populate the person’s email address or a list of possible emails for you. We would like that capability in CXOne agent as well, without having to keep a manual list of contacts in an address book.
1 vote -
Hearing Impaired Solutions for Contact Center
Hearing impaired solutions for Contact Center. Need a way for the hearing impaired to easily use the integrated softphone and all other Contact Center interfaces. Ideal solution would be for Closed Captioning, with a wide range of options, to work seamlessly with existing Contact Center solutions. Hearing impaired users will need the ability to read what the caller is saying, as well as any audio sounds that need converted to a hearing impaired solution and/or Closed Captioning of some kind.
1 vote -
Increase Character limit in contact center
Increased character limit (currently 50) so they can assign CXone attendant to user who already have a profile established in Contact Center.
1 vote -
New CXAgent - "New Outbound" Icon not intuitive
The new CXAgent, which replaces the MAX agent, use a microscopic icon for the agent's "New Outbound" calls. The icon resembles the "Launch" icon in the MAX Agent, rather than a more appropriate and intuitive one that MAX users would readily identify.
Please update the "New Outbound" icon in the CXAgent to be more intutive and user-friendly to MAX users. Hint: the MAX icon with the Person symbol and plus sign, is suggested.
1 vote -
Metrics Summary Dashboard Widget - Need to Include a 'Refusal Reason' Metric
Currently within the new Metric widgets, we have the Metrics Summary. I use this for a summary of refusals per agent but it lacks a crucial element, the reason for the refusal. (i.e. No answer, busy etc.).
Please can you add a 'Refusal Reason' metric so that we can not only monitor refusals but understand WHY they were refused. I understand that we have the Agent Refusal Report but an addition to the dashboard would make this a much quicker and easier process day-to-day.
As it stands, we have the current metrics for refusals:
Refusals
% Refusal Time
Refused Time…1 vote -
note taking ability
add the ability for the caller to make notes that are important to their next contact with the lead
1 vote -
Remove Prefix for UK
Customer want to remove prefix when a caller is contact the main number and the call is being routed to Call Queue
1 vote -
See Changes in the Projected Dashboard
Details of the enhancement: Customer wants to put a feature enhancement request for the new Dashboard where in when he tries to share the Dashboard to other agents via Project mode, the agents need to see the changes that he made on the Dashboard real-time.
What problem are you trying to solve or what problems does the current functionality cause? For agents to be able to see the changes made in the shared Dashboard via project mode
What steps did you take to get there?
1. Login to Contact Center portal.
2. Click Applications>Dashboards.
3. Select desired shared dashboard from…1 vote -
Hide queue/aux status of agents from Max's Address Book/My Team list
This is not to show the current status of an agent from Max's Address Book/My Team list from an agent's display. This is for the purpose to avoid call avoidance and other acts that dodges the queue.
1 vote -
Ability To Dial Out User Extension Number in CXone Agent
Customer wants to have the ability to dial out other agents or user extensions on CXone Agent in Contact Center. Currently, customer can only dial phone numbers on CXone Agent.
1 vote -
Require option to select ALL the Emergency Response Location on Bulk Enable Template
Require the option to select ALL in the Emergency Response Location on Bulk Enable Template. This is just to provide ALL the locations within the Template download in Excel. I realise that it is restricted to only 50 at a time but it is quicker and easier to add them in Excel than on the RingCentral Platform.
But basically see my screenshot attached I would just like the option to select ALL option for the Emergency Response Location similar to what you can select on the Role or User Template so that when Bulk uploading I can choose the correct…1 vote -
font colored modified in the CXOne dashboards
What would it take to get font colored modified in the dashboards. For example, in the old dashboard, when there was a contact in queue, the number representing how many were in queue was in red font – this would catch one’s eye and emphasize, “ This is number that needs to be decreased…”. In the new dashboard, the font color isn’t as “impactful”:
1 vote -
Update MS Teams State while Presence Syc is enabled
Is it possible to change the state that our agents from the MS Teams who are put in from the default. An example would be agents being moved to DND on Teams when they are on a RingCentral Call, we would like them to remain available on Teams so they can see notifications.
1 vote -
Communication template to introduce users to RingCentral
Communication template to introduce users to RingCentral
1 vote -
Ability for Agents to be notified/alerted if UNAVAILABLE for XX minutes
Ability for Agents to be notified/alerted if UNAVAILABLE for XX minutes
1 vote -
Client wants to add the reject button to the preview dialer configuration
Client wants to add the reject button to the preview dialer configuration
1 vote
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