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  1. Is there any other way on getting the new user activation emails that will not be flagged as spam. Also, don't want to whitelist anything since it will breach the customer's security if it will be whitelisted in the domain / email systemas per customer. They wanted to be able to receive the user activation email without being flagged as spam and without doing the whitelisting in the email system / domain

    1 vote

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  2. Add Contact Center to the Uptime History Report

    1 vote

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  3. 13 votes

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  4. We'd like to schedule not only ACD reports, but also QM/WFM/other prebuilt reports.

    6 votes

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  5. Would be useful for WFM RTAs in setting up partial time offs more quickly rather than adding it manually

    2 votes

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  6. Any schedule with a Time Off/ OOO Activity should be placed on top. it is quicker to have it be seen by any scheduler/WFM RTA

    2 votes

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  7. The account with User ID: 893660048 requested for users who have Manager a role to have access to SMS logs. Managers have access to Analytics but SMS logs is not on Analytics report.

    1 vote

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  8. Shorten the normal delay of bidirectional presence sync from 10-15 seconds to almost no delays. When the customer ends the call from the Max agent app, it takes 10-15 secs delay before the status syncs with the RC App and Vice Versa. With that amount of delay, there are calls still coming in when it is queueing.Support Case: 19719414

    1 vote

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  9. The "old" dashboard under reporting has a feature where time limits could be put in specific not ready activities. This is not available in the current dashboard and is definitely missed

    1 vote

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  10. User ID: 2255562005
    Company Name: LA Financial Credit UnionThis business is requesting to have an option to download reports on PDF format

    1 vote

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  11. For text messaging on ring central. allowing all users of ring central to receive text messages simultaneously from the main number. This will allow all users to see text thread and reply to customers when other users are not available or have ended their shift. Closing the gap or potential for customers to not be responded to or getting a response in a timely fashion.

    1 vote

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  12. The customer would like an Auto Log Off an Agent feature which do not what to have to manually log off the agent in Supervisor every day

    1 vote

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  13. Currently, when making a call in the NICE MAX agent it will set the RC App to DND. We would like to get this feature in reverse as well. So when a call is initated through the RC App (MVP) it will also set the MAX agent to DND

    2 votes

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  14. Being able to place an outbound call while working an email contact is a vital part of our business to effectively work the email contact. Our workabourd is to (a) got to Unavailable, (2) park email contacat, (3) place outbound call, (4) unpark email contact, (5) complete the email email contact, (6) go back to Available.It would be nice to be able to place the outbound call while still active on the email contact.

    1 vote

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  15. Just having the ability to copy holidays from one hours of operations profile to multiple others would save a ton of time. I see similar requests to this but not specifically hours of operations in Contact Center.

    2 votes

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  16. Call comes in for one area of contact center and is assisted. Caller then asks to transfer to another area of contact center for different matter. The second stop on the call cannot currently be marked with a disposition or tag, as the fields are occupied from the first instance of service.

    3 votes

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  17. When truly "on hold" with a contact center agent, there is not an opportunity for hold music or messaging to play. The system offers that functionality all through the IVR, call queues, interrupt messages, etc., but once an agent engages a caller, the ability to hear music or messaging while "on hold" disappears. The same is true for each part of our IVR within the contact center.

    3 votes

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  18. Currently, QM "Request Further Review" set up only allows for 1 person to be designated to receive these "challenges" and the only choices are either the original evaluator or one other person (in our case the QM manager) to receive all the requests. The request is to allow multiple tiers to review the "challenges". The initial request should be directed to the agent's immediate supervisor. In some instances the supervisor may want to escalate the challenge to the request for review to the QM Manager.

    5 votes

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  19. It must be possible to add or remove employees from Teams without the users having to have edit permissions for the employee record.Edit permissions for the employee enable the user to change employee details such as External ID, Role etc., and user's access to these must be restricted as it potentially impact log in processes and other security aspects.Moving employees between Teams must be possible WITHOUT edit permissions on the employee details.

    9 votes

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  20. If a call is sitting in a queue after a set amount of time, send a pop up to members of the queue letting them know a call is waiting. This would allow agents not activated to jump in and answer the call.

    8 votes

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