248 results found
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Emergency External number
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
2 votes -
CXONE SUPERVISOR MANAGEMENT TOOLS
Reviewing this course I found under Pulse Basics that SSO does not work with Pulse.
For the customers, like us, that are SSO Only will there be a time when this will work with SSO?3 votes -
New CXAgent - "New Outbound" Icon not intuitive
The new CXAgent, which replaces the MAX agent, use a microscopic icon for the agent's "New Outbound" calls. The icon resembles the "Launch" icon in the MAX Agent, rather than a more appropriate and intuitive one that MAX users would readily identify.
Please update the "New Outbound" icon in the CXAgent to be more intutive and user-friendly to MAX users. Hint: the MAX icon with the Person symbol and plus sign, is suggested.
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…
2 votes -
Auto-Population of email address in DFO Agent
Auto-population of email addresses in DFO Agent, similar to Outlook's functionality. This feature would automatically suggest frequently contacted recipients as users begin typing email addresses.
This request is for agents mostly, but affects any user that is using CXOne agent to send an outbound email. In microsoft outlook, when you start to type an email that you contact often, outlook will auto populate the person’s email address or a list of possible emails for you. We would like that capability in CXOne agent as well, without having to keep a manual list of contacts in an address book.
1 vote -
Adding Alert in RC Dashboard Contact Center
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 -
To add Disposition Code and Disposition Comment to custom report fields
Add Disposition Code and Disposition Comment to custom report fields
3 votes -
Reverse Shadow function
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 -
Press Enter to Call in Max Agent
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 -
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.
3 votes -
hours of operation - add
In Hours of Operation, you can put a SKL into a Meeting under Override Branches, so that the meeting prompts play. There is currently an Expiration Date/Time, however, my management team is hoping that a Begin Date/Time option could be added so that the meeting can be scheduled at the the beginning of the day and they would not need to go in at the time the meeting starts to put it in Meeting override.
4 votes -
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 -
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 -
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.
3 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 -
Quality Planner for Calibrations
Use Quality Planner to create a series of contacts for calibration on a one-time or ongoing basis.
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
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