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  1. 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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  2. 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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  3. 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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  4. 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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  5. When making a number a CCRN, be allowed to set CNAM based on existing sites on the UC side. Customers are always asking to be able to push a CNAM for CC outbound skills

    4 votes

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  6. Does RingCentral have the functionality to Red flag a number to the agents.For example - If a caller is abusive , can we add a flag that will notify the agent getting the call through RingCentral that they have a potentially abusive caller ?

    2 votes

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  7. 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.

    20 votes

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  8. 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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  9. 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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  10. 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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  11. 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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  12. 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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  13. 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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  14. 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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  15. 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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  16. 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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  17. 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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  18. Within the phone system on the admin portal-we have call queues. We have multiple numbers within one call queue that get patched through to our various agents that are on call. When I go into performance reports as well as having the option to breaking down the incoming calls for that month or week by agent or call queue I would like to have the option to breakdown the incoming calls that we had by direct line that our patients called into.This way I can have a further understanding of which lines have a lot of traction and which lines…

    1 vote

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  19. Add Contact Center to the Uptime History Report

    2 votes

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  20. When completing an evaluation, if you add a comment beside a specific questions / component, once it is added you cannot update or delete it. The only way to fix is to override with another comment. In addition, after saving an evaluation as a Draft, you are not longer able to overwrite the comment either.

    16 votes

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