245 results found
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API library for Real Time Interaction Guidance
There is a new feature, called Real Time Interaction Guidance, that brings real time guidance on 9 different factors to the agent experience. The next generation of Supervisor will also indicate aspects of RTIG to allow Supervisors to better understand calls. This request is to be able to create / open up API availability for the feature. This will allow for customers to develop against the API library & present the information in different formats, away from Agent & Supervisor experiences.
7 votes -
7 votes
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RingCX Agents using MVP
Add RCX Agent integration with MVP on the backend. The Video could be launched from Chat or its own Web link. It would be helpful for the Customer to be able to toggle video on or off while the agent is live to the Customer.
7 votes -
7 votes
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O@H Omnichannel Options
Having omni channel options would be very helpful for O@H customers.
7 votes -
"Dashboard only" license & dashboard URLs for RCCC
To view dashboards in RCCC you need a full agent license. This inhibits customers from being able to add wallboards or non contact centre users to easily consume contact centre data without spending out on an additional user license. It would also be helpful for each dashboard to have its own URL for easier user consumption.
7 votes -
Modification to UI in User Hub
For the Fall 2021 release, Nice CXOne recently introduced a new UI for User Hub that moved and consolidated all applications into a single view on the left hand panel. Although the new view creates a single repository for accessing applications, it does not provide a way to collapse or customize the view and makes it more difficult for the end-user to quickly identify and access the area / application they are wanting to open. The recommendation is for the addition of a section at the top called "Favorites" with the ability to flag any section or application in User…
7 votes -
Manual Answer Skills
Ability to allow Inbound Skills to support Agent Manual Accept/Reject and not auto answer with dependency of using Agent Station Profile as a workaround.
7 votes -
Can a feature be created where we can allow grace periods for different activities so that an agent's schedule adherence won't be heavil...
...y impacted if they are on a call and are having to take their break or lunch later than scheduled.. Schedule adherence is one of our agent goals and agents should not be penalized for taking their break or lunch later than scheduled because they are stuck on a call. Adding a grace period would help.
7 votes -
Show what number your customer is calling with customer number.
It would be extremely useful to see what number our customer dialed to reach us for best marketing research. Would also need to see customer information as well
7 votes -
Delete conversation history from customer side
add a new option or button to delete chat history from customer side
7 votes -
Add "Dial Type" parameter for Engage Voice Real Time Custom Widgets
Add a "Dial Type" parameter to the Custom Widget so that when agents Manually Dial a call, it can be easily identified and filtered from the true Inbound calls on Real Time stats.
7 votes -
Dashboard availability without logging on
Useful for call centres displaying CC data on tv's around the office, utilising remote computers, Our current set up has a single device in the server room that pushes display out to TV's, this is not accessible by anyone outside of IT, however it will be sales supervisors doing the dashboards, they do not have access to server room so we will have to reconfigure to allow access to that machine. either embedded encryptes credentials in URL or a sharable link would be viable solutions
7 votes -
Support Edge Browser
Currently Edge is not supported. Request to have it officially supported.
6 votes -
Post Call Surveys within the Interface
The request is to bring this functionality into the User Interface. There are ways of doing this with our IVR studio but they are not 'standard'. Users would have to use javascript, agent scripting, and IVR studio scripting to get this accomplished.
6 votes -
Create a Repeat Queue Event option
Create an option to select “Repeat Event” and “Number of Repeats” (a specified number or indefinite). This would allow the ability to have the programmed event in the Queued Event Configuration to repeat indefinitely or for a specified number of times for the interval time as configured in that Queue Event. This option would prevent the administrator from having to create duplicate events.
6 votes -
QM - Reports – Interaction and Evaluation Date
Please add a differentiator in reporting so that the user can run a report based on the interaction date or the evaluation date.
6 votes -
Time off - view only team - not entire company
Is there a way to limit a manager to only see their team’s Time Off requests?
I created a “Sales Manager” role under Admin>Roles and Permissions and then went to ACD and Restricted Access and only selected their team but they still see time off requests for Claims employees.6 votes -
Allow adjustments to a Local Connect Bucket
Currently a bucket cannot be modified. For example, we ordered a bucket and received a number that has a poor reputation. While dialing we received reports that the number comes up spam likely on a caller id. There is no method to disable, remove or replace that number in the bucket. Support instructed that the entire bucket must be replace. This can create a real problem as a new bucket takes time to order and caller id cnam takes time to update. In the mean time we will see a drop in contact rate. Also since the reputation of numbers…
6 votes -
Give customers option to only have SLA calculate during business hours
Under the current design, if customer service representatives receive an email on a Friday and leave it in the shared 'Inbox' until Monday, then the SLA is negatively impacted. Request is to give clients the option to exclude weekend / afterhours from the SLA calculation.
6 votes
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