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169 results found

  1. add a link in the service status- core services- reporting Incident status updates . where is says please reach out to customer care. (a link here would be helpful).

    1 vote

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  2. In my Schedule the Agenda sidebar, could we get it to show somewhere an Agent's assigned activity in the SHIFT TYPE. Currently If we set Activity as shift type, then it’s not showing EMAIL in the agenda.

    However, if we set as activity (EMAIL) within shift, it’s visible like below showing Email in the agent sidebar

    1 vote

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  3. As part of the Contact Center’s audio file upload process, It is requested that a feature be implemented to automatically convert any input audio file into the required 64 kbps bit rate format. This would greatly enhance user convenience, particularly in time-sensitive situations such as emergencies where quick file conversion is needed.

    1 vote

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  4. customer would like to access Contact center voicemail through a phone.
    would like to be able to access voicemail if users don't have access to their computers.
    would like to be able to dial via any phone to listen to their Contact Center Voicemail

    6 votes

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  5. Details of the enhancement: Customer wants to download all call recordings on Interactions or Contact History in bulk (or all at once)

    What is your use case and who is the user (agent, supervisor, customer, etc.) for your request? Supervisor; Admin

    What problem are you trying to solve or what problems does the current functionality cause? The customer strongly requested that there is a way of downloading the contact history recordings instead of one by one.

    What steps did you take to get there?

    1. Log in to CC BU

    2. Go to Reporting > Prebuilt report

    3. Go to Contact History Report

    2 votes

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  6. As an insurance company, we are required to retain the entire content of our emails to/from our customers. This means having a Print option where we can print the entire email chain and attachments to an image printer or PDF. This is a critical feature that is holding up moving exclusively to RC Email Routing.

    1 vote

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  7. Details of the enhancement: For monitoring option menu to be shown to keyboard-only users when enter or spacebar is pressed while the three dots are highlighted

    What is your use case and who is the user (agent, supervisor, customer, etc.) for your request? Users who are blind rely on screen readers and when he tries to go to ACD> Supervisor> Live monitoring>Agents Tab> select the agent and click on the three dots (by pressing space or enter) so monitor option would show, it does not show.

    What problem are you trying to solve or what problems does the current functionality…

    2 votes

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  8. To help Agents when locating calls on MyZone, it would be useful to have additional columns inclding DNIS, ANI and Contact ID, rather just searching on date/time. Segment ID means nothing to the Agent

    4 votes

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  9. When an agent is logged in and moved to another queue they should not have to log out and back in for supervisor to see the agent in the other queue.

    1 vote

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  10. Customer wants to have a more detailed SMS Transcript Report that shows Employee ID, First Name and Last Name so that it will be easier for them to look for contacts that replied to their SMS.

    6 votes

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  11. Would like to restrict BU access for reporting inside contact center. Right now, the current state is: you either have full access to the data in reports or you don't. Customers would like to be able to alter these permissions somehow by role or by Business Unit itself. Need a way for admins to have more flexibility with reporting access all around. Please look into this further for development.

    1 vote

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  12. Customer would like for agents to be able to alter in and out of their Bi-Directional Sync state. This is currently hard-coded as an agent state, but there's no flexibility into the ability of altering this state. Customer would like the ability to be able to manually change this state on the fly at the user level, or perhaps have the ability to edit for certain users.

    1 vote

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  13. The customer would like to have an option for an Internal Calls Only User(without Domestic Call) to be able to receive calls from their Contact Center account.

    5 votes

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  14. Caller ID Name For NICE Contact Center

    With all of the features and buttons and whistles , you can not have Caller ID Name by default, it's not even offered from RC when the call comes in, it will show every other aspect of the call from city, state and even what type of Line Provider they are coming in from , caller id number but not the name , a simple feature that exists on the RC side of the house but not in NICE
    Yes clients can dip into CRM or Build a Address Book to dip into…

    8 votes

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  15. Customer wants to have option to display the Caller ID name (CNAM) on MAX Agent for all inbound calls. This is currently a feature enhancement request with NICE CXone (https://community.niceincontact.com/s/bridea/a5k3n000001b70uAAA/ability-to-show-inbound-caller-id-name-of-their-contacts-on-max-agent-not-the-nu)

    4 votes

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  16. Shared Company Contacts should be easier to integrate and manage. The CSF management is too cumbersome. Requiring the country code in the phone number is a non-starter for us.
    Would like to see an API and Zapier to External Shared Contact management/syncing.

    4 votes

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  17. I would recommend a setting that would allow collaborative and self-evaluations by the employee without providing access to interactions by other employees. This limitation prevents some customers from using these great features.

    1 vote

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    • A max agent user will call a RingEx extension directly
    • The max agent user name should show up as caller id in the Ringex end
    1 vote

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  18. Enable a feature that would allow a new designated individual to pull an appeal that is pending in someone else's tasks to be completed. This will help if an individual responsible for appeals has left the organization, is out on PTO or on an extended leave and an appeal in their inbox needs addressed.

    1 vote

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  19. Enable a feature that would allow QM to pause a planner for individuals on PTO or leave.

    1 vote

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