198 results found
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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 -
More Detailed SMS Transcipts Report
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 -
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 -
Caller ID Name For NICE Contact Center
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 -
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 -
RCCC Callback Enhancement Request
Today, the callback feature does not perform any detection on the far end meaning that the agent is passed a ringing phone, busy, etc. What the previous CallBack solution would do was get the customer on the phone and only pass to an available agent once the customer answered. This way the agent is not wasting their time listening and/or getting an answering machine passed to them, only a live voice.
5 votes -
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 -
Hearing Impaired Solutions for Contact Center
Hearing impaired solutions for Contact Center. Need a way for the hearing impaired to easily use the integrated softphone and all other Contact Center interfaces. Ideal solution would be for Closed Captioning, with a wide range of options, to work seamlessly with existing Contact Center solutions. Hearing impaired users will need the ability to read what the caller is saying, as well as any audio sounds that need converted to a hearing impaired solution and/or Closed Captioning of some kind.
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 -
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.
4 votes -
Payment Processing
Many companies now offer Payment Processing as part of their services via Secured Payment Links. This will help current RC clients and provide RC for another stream of revenue. An integration would be acceptable as well.
2 votes -
CxOne Agent -Directory list not automatically displaying
When one clicks on the directory name – the list does not display. The user has to click into the search bar and hit enter to have the list displayed for that directory. Unlike in MAX where all are listed a directory is selected
1 vote
![Re Case# 24062052 [ threadm59qrkICdkWX0HL2BYtIlQ0 ].eml](https://assets.uvcdn.com/pkg/icons/files/default-sm-0cef6018a827be3ab2ea6d3f2f15c8f8aec45cbb4e04b84be42d172e9a83870b.png){kind=icon}
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