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169 results found

  1. Integrar Contact Center con Hubspot

    1 vote

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    New  ·  0 comments  ·  Contact Center  ·  Admin →
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  2. We would like a way to alert managers/team leaders if no calls have come through for 15 minutes. The alert would let us know if there is a potential issue, whether internal or with the platform itself.

    5 votes

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  3. In our former Mitel system, our Contact Center trainer was able to set the phone on coaching to the agent’s extension. This put one of our headsets into listen only mode and the other headset was in talk mode. For x amount of time, the new agent would be listening while the trainer talks. Then we reverse this

    4 votes

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  4. When attempting to make a call from Max Agent, you need to enter the phone number then click on dial. The option to press enter instead of dial should be allowed as well. Would make calling easier.

    5 votes

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  5. Ability to have call recordings in stereo not just mono

    1 vote

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  6. Play a tone or (zip tone) to the far end when transferring an inbound call to an external number. Confusion sets in on the far end when you transfer a contact as the far end is unsure when the transfer actually connects the caller. A tone would automatically announce the caller is now on the line.

    4 votes

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  7. It would be a good idea if we can add 3 digit emergency contact numbers in the Account Settings > Directory Integration > External Shared Contacts Directory for all staff to be able to access to. For example: 911 and 988 are emergency numbers, but we cannot export that into the external shared contact directory for all staff to use

    1 vote

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  8. Increased character limit (currently 50) so they can assign CXone attendant to user who already have a profile established in Contact Center.

    1 vote

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  9. 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

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  10. 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

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  11. add the ability for the caller to make notes that are important to their next contact with the lead

    1 vote

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  12. Add Disposition Code and Disposition Comment to custom report fields

    2 votes

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  13. Use Quality Planner to create a series of contacts for calibration on a one-time or ongoing basis.

    2 votes

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  14. 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

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  15. 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

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  16. 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

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  17. 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

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  18. 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

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  19. 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

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  20. 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

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    0 comments  ·  Contact Center  ·  Admin →
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