60 results found
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Auto-Conversion of Audio Files to 64 kbps Bit Rate
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 -
ability to access contact center voicemail through phone
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 Voicemail6 votes -
Download Call Recordings in Bulk In Contact Center
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?
Log in to CC BU
Go to Reporting > Prebuilt report
Go to Contact History Report
…
2 votes -
Ability to Print Email Chain
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 -
Add And Improve Icon Labels in CXone
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 -
Add DNIS/ANI or Contact ID to MyZone Logs
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 -
Requeuing agents
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 -
Restrict BU Access by Role in Contact Center
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 -
Allow Manual Altering of Bi-Directional Sync State
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 -
Internal Call Only for Contact Center
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 -
Display Caller ID Name On MAX Agent
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 -
Shared Contacts
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 -
self evaluation
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 -
agent name to show up if an internal max agent user called in.
- 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 -
Audit Appeals
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 -
Quality Planner/ Pausing a Planner
Enable a feature that would allow QM to pause a planner for individuals on PTO or leave.
1 vote -
Complete Call Handling Through Physical RC Phone
Here at the City of Bend, some Contact Center team members use their Desk Phones to handle calls, transfers, putting on hold, etc. On RCX, you can "Login with RC Phone" option Logging into RCX, but the receptionists must handle the call through the HTML RCX Interface. We assumed this would allow receptionists to completely handle calls through the physical RC Phone, however, we are being told this does not work at this time. We would like to handle the entire call control from the physical desk phone.
1 vote -
DFO Chat session allowed to enter the Queue not working in digital scripts
We have a script against this customers live chat DFO channel that counts the chat sessions entered in the chat skill. The customer wanted to limit the total chat sessions allowed to queue in the skill. When lining up several concurrent unique chat sessions during testing, all of the chat sessions are entering into the skill. This is because the chats sessions are not counted by GetQueue action.
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Requesting a way to limit the number of chats in the queue - queue cap. And also let the customer know what position they are in the queue.
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RC tickets…1 vote -
signature
Make it possible for auto signature to belong to channel, so that agent can have several different auto signatures depending on channel.
RC case 23529016
1 vote -
[CC- Reporting] Extend date rage to 365 days for custom report
Hi team,
I had requested to have a custome report for IB,OB call by one hour so RC support engineer created Template ID: 31153 for us.
However, the date rage can be modified only up to 90 days.I'd like to request a feature that can let users to have more time period up to 365 days to get informative report.
RC support case No. 24062052
4 votes
![Re Case# 24062052 [ threadm59qrkICdkWX0HL2BYtIlQ0 ].eml](https://assets.uvcdn.com/pkg/icons/files/default-sm-0cef6018a827be3ab2ea6d3f2f15c8f8aec45cbb4e04b84be42d172e9a83870b.png){kind=icon}
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