143 results found
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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 -
Month on Month Seeking (Forward/Backwards) button for Schedule/Intraday Manager
As part of the current build, when on either Schedule Manager or Intraday Manager, I often find myself looking to compare month on month as well as day on day.
As it stands, we only have the functionality to skip forward/backwards by a single day via the < AND > symbols.
It would be extremely useful to be able to seek forward and backwards by a month as I've seen in similar WFM systems for ease of navigation. This could be implemented via an additional << AND >> buttons to each side of the navigation bar, which would greatly improve…
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 -
Agent Adherence grace period
Allow Admins to set up a threshold for adherence for different activities. Example: We could give a grace period of 5 minutes for Lunch or break so if the employee was late to go on break because they were handling an interaction they would not be marked out of adherence for those 5 min.
4 votes -
note taking ability
add the ability for the caller to make notes that are important to their next contact with the lead
1 vote -
Increase the limit of widgets on the dashboard.
Current widgets are limited to 20 per dashboard. Rather than making multiple dashboards, increasing the amount of widgets would allow more data to be visible in one place.
2 votes -
UI Suggestion: Call and Hang up buttons to be re-positioned
UI suggestion:
The Call and Hang up button are essentially in the same spot and a few times at the end of a call, the doc hangs up before me and I almost click the call button. I've noticed that the docs number is still sometimes there so I am worried that I will call the doc back after hanging up. Not a huge problem because I haven't missclicked yet, but if the buttons were offset - maybe the call on the left and the hang up on the right - I wouldn't run into that.
Maybe set the button…
3 votes -
Schedule Adherence
Schedule adherence should not be impacted when a rep goes to break or lunch late because they were on a call. There should be a way for the system to recognize that the agent is on a call and to auto-adjust the schedule when rep goes to break/lunch so it doesn't show as being out of adherence.
2 votes -
Allow the use of a comma in the address book phone dialing
We have department address books set up for frequently dialed numbers and conference numbers for things like translator services. A few of the numbers we dial require the agent to put in a pin after an IVR plays. Currently, the agent has to manually enter the number. It would be so much easier if we could use commas in the number to put pauses in the dialing. Example: 8001234567,,,12345,,,2345
2 votes -
CXone Supervisor > Live Monitoring > Activity States
My concern is the state of START populating in Live Monitoring when the state should be Unavailable. There appears to be an issue with Live Monitoring not updating the state or refreshing the state.
Within UserHub's CXone Supervisor > Live Monitoring > Agents > Activity > States, we can currently see Available, Working, and Unavailable states with time-stamps (Start Time). The previous version of Supervisor included "Logged In" with time-stamp and "Logged Out". Our users found this information beneficial and a significant time-saver compared to running prebuilt reports to obtain the same information. We would like to see "Logged In"…
2 votes -
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 -
To add Disposition Code and Disposition Comment to custom report fields
Add Disposition Code and Disposition Comment to custom report fields
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 -
Quality Planner for Calibrations
Use Quality Planner to create a series of contacts for calibration on a one-time or ongoing basis.
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 -
Voicemail Override
When the dialer detects an answering machine, it only allows the button that they click to appear for a maximum of 20 seconds and sometimes it takes longer than this to get to the end of the donor’s answering machine intro for them to be able to click (if they click the button halfway through the donor’s answering machine intro, the pre-recoded message they leave will be cut off at the beginning). All this to say, we are wondering if we could see with RC if the maximum seconds the button appears for could be increased
2 votes -
Text Rules
Just like how we can set up call rules there should be a text rules feature as well so that I can add my work hours. I’ve gotten texts from clients that are non-emergency at 3 and 4 in the morning that I shouldn’t be notified for outside of work hours. I don’t want to go into the app and set my status as Do Not Disturb every single day. I suggest text rules being added as a feature.
1 vote -
Add Blackout days for Timeoff
Have the ability to add blackout days so the system can automatically deny time-off requests if these dates are requested.
2 votes -
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
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