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Contact Center & RingCX

Contact Center & RingCX

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87 results found

  1. if you are an admin of the contact center, you should be able to login and view the dashboards etc.

    3 votes

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  2. Max Agent history list is too short and there is visibility to only 2 calls in the history list. We need the history list to be much longer please.

    5 votes

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  3. Presently, the only option is to save and send to agent. It would be helpful to be able to just save to record data or also save and send to manager/supervisor.

    1 vote

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  4. Ability to view the total amount of evaluations completed based on the date range entered in Performance Monitoring.

    1 vote

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  5. After I load a list the only way to make a correction is to deactivate the list and reload a new list. It would be nice to have a UI that can be used to remove a record, edit a record (change SCORE),etc....

    1 vote

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  6. Almost all CC screens seem to be fixed size and do not expand as I expand the window. This is a common UI/UX feature in modern software.

    1 vote

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  7. Currently, we have to wait 5 Hrs. to extract report after 00:00 Hrs. EST to extract reports to get the right data. So, we are extracting reports at 5:00 Hrs. EST for the previous day which is too late. Can this be extracted at 1:00 Hrs. EST with correct data

    2 votes

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  8. Under the current design, if customer service representatives receive an email on a Friday and leave it in the shared 'Inbox' until Monday, then the SLA is negatively impacted. Request is to give clients the option to exclude weekend / afterhours from the SLA calculation.

    6 votes

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  9. We have users that get calls and voicemails assigned to their custom personal queues and when they logout of MaxAgent for the day and still have calls/voicemails, it asks if they want to reskill them. We want to be able to toggle this so it does not prompt the agent so the calls stay in their own queue.

    1 vote

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  10. The way PC was designed a null value is provided for calls that get handled by the PC. While this seems ok our agents do work before the call is accepted and we need to give them credit for all the attempts that occur

    1 vote

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  11. We currently utilize different QA Evaluation processes for our new hires. There are multiple calls pulled for them earlier on. When using multiple planners for this, it causes issues with QA evaluations being duplicated. The system does not recognize that it has already pulled a specific call. An enhancement would be nice in where the system would be able to recognize if a interaction was already pulled and would avoid pulling it again and duplicating an evaluation.

    1 vote

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  12. A feature was added where you can click and replace an interaction with the click of a button. Currently the feature is pulling interactions from the day that the button is used. It does follow the criteria that is set in the planners, except that it pulls a new interaction from the day you are currently working. It does not seem to follow the time frame that is set for the planner and can pull calls from outside the window.

    1 vote

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  13. Useful for call centres displaying CC data on tv's around the office, utilising remote computers, Our current set up has a single device in the server room that pushes display out to TV's, this is not accessible by anyone outside of IT, however it will be sales supervisors doing the dashboards, they do not have access to server room so we will have to reconfigure to allow access to that machine. either embedded encryptes credentials in URL or a sharable link would be viable solutions

    7 votes

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  14. It would be extremely useful to see what number our customer dialed to reach us for best marketing research. Would also need to see customer information as well

    7 votes

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  15. It would be much faster to be able to add multiple agents for Time Off Management.

    1 vote

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  16. Currently, to locate a customers account you need to search the Contact ID in interactions to locate the customer phone number. It would expedite the process to have the customer phone number populate as a header as well.

    1 vote

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  17. We would like to have a field added to MaxAgent so agents can easily paste phone numbers into MaxAgent without other button clicks to make a call. Adding click to dial would be best case.

    1 vote

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  18. When transferring to RC Office extensions through the MAX agent, you can't search in the company directory to find an extension, but you must scroll through to find the individual and click call. You can’t just enter the extension number and click enter to complete the transfer.

    5 votes

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  19. This would allow users to still be able to have a little bit of fun even though they are restricted from sharing files from their own computers

    1 vote

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  20. https://na1.nice-incontact.com/login/#/ does not have option to remember username. Login.incontact.com does have remember me option. See attachments.

    3 votes

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