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  1. When a commitment is presented to an agent the outbound call is automatically initated. It would be great if instead of automatically dialling out there was a button presented to the agent to connect the call, this would enable the agent time to read any notes and the history of previous interactions with the customer and have a much more meaningful conversation with them by knowing the background and why they are calling them.
    Due to this not currently being an option we are unable to use the commitment function in many instances that we would like to and have…

    1 vote

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  2. The Agent Timeout on Max doesn't work if the Agent has closed the window instead of logging out. There should be an option to terminate all agent sessions at a set time of day (e.g. midnight) so that agents don't leave themselves logged in

    3 votes

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  3. Our customer with User ID: 63422418004 wants to set up a Corporate Directory for their Yealink T41S. Yealink T41S is not on the list of the supported phones to have a Corporate Directory.

    2 votes

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    1 comment  ·  Other  ·  Admin →
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  4. Please add a global id for agent's in NICE CX-ONE contact center, at the moment ACD uses its own id, WFM has no none, QM has their own but is not the same as in ACD, so we can create a Dashboard that can show results from across apps of an agent or a team in the contact center.

    9 votes

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  5. When team members put in requests, it gives them the option of putting in comments, however from an administrator perspective handling the requests, you only have the ability to hover to see those comments. It would be great to have the option fpr the system to copy those comments to the schedule if that request gets approved.

    5 votes

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  6. It would be very valuable intel to have the ability to report on the number of each specific Quick Reply email template is used to answer an inbound Email Contact

    5 votes

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  7. The customer needs an ACO app equivalent to the RCCCV chrome ext where the auto answer feature is built in. In order to utilize a feature like this, they need an ACO Contact Center Voice chrome ext built.

    4 votes

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  8. Currently, we can only see how many agents are logged into the Max Agent, but if they have not properly logged into their phone, they are not available to take calls. Call Center supervisors would like to know how many agents are available to take phone calls.

    1 vote

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  9. Allow the the super admin to sync their contacts to the other users to create a universal contact/address book for the company

    117 votes

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    24 comments  ·  Other  ·  Admin →
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  10. The customer requested a report in the Contact Center to identify if calls were cleared from a stuck queue.

    1 vote

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  11. Need ability to approve or remove pending deleted activities as an admin. There is a deleted activity sitting in queue. There is no filter to only see active or remove deleted types.

    1 vote

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  12. Using the HISTORY log to transfer calls is not something that our company would like to offer as an option to our users, or at the very least, we would like to have the ability to toggle it off. At no point do we want to give our users the ability to transfer a caller to another user who called in previously. Furthermore, if you glance over the HISTORY, which is displayed in small gray text, you will notice that the skill name is bolded within the block of information. This has caused confusion among some of our users over…

    8 votes

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  13. Currently in Pulse, the minimum alert time is 30 seconds. This is ~6 rings.

    If a customer is in queue past 3 rings, often they disconnect.

    It would be great to have the option to choose shorter (5 seconds if possible).

    Thanks!

    4 votes

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  14. When users dial from the Contact Centre Max system to a MVP User using the Global Address Book the caller shows as the first created user on MVP on the MVP User's side.

    2 votes

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  15. A report that shows who approved time off through WFM/ Manage Requests function. You can see who approved each request but a report would help with a larger WFM team and review who is making the approvals, including system approvals. Details: Who submitted the request, date of when the request was submitted, the date requesting off, who approved the request and the date it was approved, also include manager or dept informaton for the requestor

    2 votes

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  16. Would be great to have an adherence metric widget to the dashboard. The options in WFM dashboard don't address adherence percent.

    2 votes

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  17. The customer will benefit from this, considering that account of the customers have lots of recording that they haven't listen yet and it will give ample time to listen to it.

    18 votes

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  18. It would be helpful if the Max agent was able to push Toast Notifications for inbound calls where a toast notification pop's up within windows with an accept/reject option that when click brings the CC MAx agent window to the front.

    2 votes

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  19. Departments would like to ability to restrict viewing other departments scheduling units as well as prevent other supervisors from receiving time off requests from other departments. If we could restrict this at the role level this would be great.Thanks,Patrick

    3 votes

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  20. I have a team on CXOne that calls out to other businesses that have up front IVR menus. They would find it useful when selecting an option on the Max keypad would trigger an audible DTMF tone back to them.

    2 votes

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