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Contact Center & RingCX

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  1. 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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  2. 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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  3. 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

    8 votes

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  4. I have a small shop, and users go on unavailable but still are on call if the call volume spikes. Such users have to devote desktop space to have a MaxAgent window displayed, and the have to cast eyes on the same. Our last phone system had a setting where after calls are waiting 60 seconds, anyone signed in but unavailable got a popup notifying them of the need to take calls. I cannot describe how disappointed I am with this gap.

    2 votes

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  5. We are running into issues with our team leads needing to be in available to take a supervisor call, but if the queue has calls holding, the supervisor will get the inbound call over the sup call. As for voicemails, we need an available status for working voicemails. At current state, the only way to listen to VMs is to be in available. But if we need the inbound calls answered before the VMs are worked, we can't without removing the VM skills from the rep. What we need is: Available, Working VMs - No External IB or Internal IB…

    2 votes

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  6. On the new employee section have it link to create a station ID, and the City State from the ACD section so that once we activate they are ready to go and when we deactivate we don’t have to do it in 2 places.

    1 vote

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  7. A simple but very useful feature to have.

    5 votes

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

    1 vote

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  9. 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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  10. 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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  11. 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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  12. 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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  13. Gamification across RC products for contact centres and sales teams = Great for productivity + I read somewhere that gamification is worth about 14.4Billion across the globe!

    2 votes

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  14. I was unable to hear the conversation between two internal agents even after I selected 'play contact' to listen to all segments, a part of the conversation was missing and all I could hear is hold music. I reported the issue and received the below from the engineer: When trying to listen to recordings it is best practice to go into reporting > prebuilt reports > contact history and put your CID in there so you can see all legs of the call at once. Doing it from other places in contact center may not have the entire interaction with…

    1 vote

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  15. When making outbound calls manually, MaxAgent adds more than ten seconds to each call. A dialer is not a solution. The number of clicks, float and click, etc is not tenable

    1 vote

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  16. Images go a long way in analyzing reports when presenting data. Especially when multiple points of data is to be entered into a report.

    4 votes

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  17. there has to be an indication that a certain message was sent using phone or computer

    1 vote

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  18. Currently only DND and busy is communicated to the Max Agent. Our Max users need to be able to see if they are transferring a call to a user that is out of the office or are invisible (or offline) . Currently users that are logged off will show green, and only checking with UC will show that they are offline.

    1 vote

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  19. 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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  20. Be able to see annual leave and scheduled off phone activities on a monthly basis. Helpful for team leaders and managers to see a snapshot of all agents off within the month.

    5 votes

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