762 results found
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My Zone / My Schedule - Show the name of the activity when it is a shift type
In My Zone / My Schedule, agents will see the title or name of any activities not marked as a shift type.However, if an activity is designated as a shift type, that activity name will not appear.So, when an agent is looking at their schedule/agenda, they may see a block of time with a certain color. Still, they cannot identify what activity is associated with that color if that activity is marked as a shift type. But, on the other hand, if the activity is not marked as a shift type, they will see the activity name.My Zone should be…
1 vote -
Workforce Management (WFM) Agent Notification of Upcoming Schedule Change
We would like to see a pop-up that reminds agents of an activity change in their schedule. This feature should also incorporate a configurable reminder time for advance notification, as well as an overdue notification. This could also be used with supervisors to receive notifications about schedule adherence. It would be great if these notifications could also be tied into mobile application notifications or email and SMS.
1 vote -
Ability to force agents back to Available Status from Dashboard
Details of the enhancement: On the customer's old phone system, managers had the ability to force agents back to Available status. They would like to submit a feature request for this on Contact Center.What is your use case and who is the user (agent, supervisor, customer, etc.) for your request?Call center managers.What problem are you trying to solve or what problems does the current functionality cause?Managers want the option to be able to force agents back to Available status like they used to be on their old phone system.How do you want the feature/product to work (proposed solution)?An option to…
1 vote -
Allow Workforce Management (WFM) to Forecast Outbound Call Volume
Currently, WFM can only forecast outbound call volume when using an automated dialer. For customers who do not use an automated dialer but their agents make a large number of outbound calls, it would be beneficial for WFM to forecast the outbound call volume for scheduling purposes. In theory, the same data is available for inbound vs. outbound calls, and the request is for WFM to have the ability to include the outbound call data when forecasting.
1 vote -
Show complete list of skills when modifying the service level widget, adding ACD Skill filter
Details of the enhancement: When modifying the service level widget and adding the "ACD Skill" filter, the complete list of skills does not show.What is your use case and who is the user (agent, supervisor, customer, etc.) for your request? SupervisorWhat problem are you trying to solve or what problems does the current functionality cause? If you want to edit the skill list, it is not convenient if you are unable to scroll through the entire list.What steps did you take to get there?-Go to "Dashboards" module-Go to "Janet's Dashboard"-Find widget "Service Level"-Click 3 dots > Settings > Click drop-down…
1 vote -
Engage Voice - Outbound EV calls should not be interrupted by inbound MVP calls to the agent
Customer would like option to not allow inbound MVP calls to EV agents if they are on a call already
1 vote -
Engage Voice - Add option for agents to return to an afterwork state automatically when disconnecting an outbound call
Currently when EV agents make an outbound call and disconnect, they are returned to the agent state from before the outbound call. Customer would like an option to default to an aftercall state rather than having to manually set the state after dialing.
1 vote -
The login page for CXone Call center ringcentral.nice-incontact.com does not support SSO login, please add it
You can access the SSO login by going to https://cxone.niceincontact.comhowever the SSO login does not appear if you login at ringcentral.nice-incontact.comIt should forward you or pop up the SSO page if that is configured on the account. ThanksZach
1 vote -
Audit trail for OB Skill Control
For the Outbound Skill Control in CX1, there should be an audit trail similar to what exists with Skills and Users in User Hub. Currently, Outbound Skill Control has Notifications, but the notes are short-lived and don't provide enough information.
1 vote -
Live CHAT Support
Useful to any live human being
1 vote -
Request to Restrict Access to Interactions to a Smaller Group than entire a Team or Self
This is specific to QM recording. With a requirement to provide access to only particular team members for training purposes, to live monitor or playback recordings via Interactions, but not grant access to all team members (just those who are trainers and those who are in trainees). Although you can create a view, you can’t provide access smaller than to a particular team. Similar to “Groups” for adding only certain team members to a recording policy, we seek the same more restrictive access for our trainers and trainees to recordings, so that we could provide them access to only certain…
1 vote -
System should identify schedules needed, instead of me assigning daily/weekly rules
This is the first WFM system I have experienced that does not identify where employees should be scheduled to meet a forecasted pattern. I can make an educated guess to where to place agents, within any range of time, but what a timesaver to be able to input what a typical day's shift would look like and have the system look at the forecast and make determinations!!!
1 vote -
More flexible forecasting options
The forecast is very standard to look at 1, 2, 3 weeks, 1/3/6 months, or a 1 year timeframe, yet schedules only run for 1, 2, 3, or 4 weeks. It doesn't make sense not to allow this to match.When looking at the call history, the lowest option to be able to look back is 3 months. What if I sold a large account and call volume increased only a month ago? Volume prior to that is important for seasonality but not for immediate futures. Flexibility in choosing how much or how little historical volume would make great strides to…
1 vote -
Disable Ability for Users to Connect to a Google Account.
Honor Credit Union does not want their employees to connect their MVP or CC users to their Google accounts.
1 vote -
Creating a webchat feature that gets website visitors in touch with the appropriate team to conduct business.
Web widget would have different departments for customer to choose from, which would route the customer and their conversation to the appropriate team in RC. Would be great if there was automation in sending reviews and payment requests too.
1 vote -
Please add our CRM "top producer" app to options.
If Ring Central links with Google and Microsoft, it would be great to link with top producer.
1 vote -
Increase Reports Page Limit Settings for Contact Center
Currently the system will only output 65 pages of call data from the contact center prebuilt reports. Our company reaches that limit before noon daily. Since that is the real-time data and the other report areas are not exactly "real-time" it's important for the report to show the full details associated with those daily calls. For example, the contact history report has a 65 page limit. It you have more than 10 reps in your contact center, you will not be able to use this report for daily totals unless you run it every hour.
1 vote -
Add ability to display staffing actual to scheduled variance by number instead of color in Schedule Manager
In Schedule Manager in Nice Incontact you are only able to see staffing variances (scheduled to actual) based on color coded staffing ranges. We would prefer to see an actual numerical variance instead.
1 vote -
Service Level must be counted in the Service Level widget at the time that the call is answered, rather than the time the call is handled.
In order to maximize our efficiency and update our staffing levels on the fly to better serve our customers, we need to see the Service Level updated in real time in the Service Level widget at the time the call is answered rather than at the time the call is handled. We have an average handle time of nearly ten minutes, so the Service Level widget not being updated until the call is handled causes us to not be able to make adjustments in real time to maximize our service level.
1 vote -
Additional field for activity codes to indicate in adherence with Open.
We have many activity codes that are Closed activity codes that agents select placing themselves in an unavailable status. However, we require the ability the track some of these in different manners from a scheduling and adherence perspective. In order to do this, we would like a field to be added to be available for closed activity codes, that will allow us to indicate whether an activity code should be considered in or out of adherence with the Open code, regardless of its actual Open/Closed status. This will allow us to improve our ability to track adherence, improve our scheduling…
1 vote
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