261 results found
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Require additional insight into what an agent is doing when in state Outbound Call in agent state widget
In order to maximize our efficiency and update our staffing levels on the fly to better serve our customers, we require the ability to understand what agents in the Outbound Contact state are doing in real time via the Agent State dashboard. Currently, when agents are in the Outbound Contact state that is all we are able to know, and we need to understand if a transfer, hold, regular outbound call, or something else is occurring in order to maximize our ability to serve our customers. This information is required to be available in the Agent list, or a new…
3 votes -
Additional Adherence Reporting is required in Nice InContact Contact Center
In order to maximize our efficiency by analyzing agent performance and our scheduling to better serve our customers, we require enhanced adherence reporting. We require the ability to see: Summarized data by team in addition to by agent (top left quadrant of Adherence report in team view).
Activity summary for each agent on one page (bottom left quadrant of Adherence report broken out by agent, and available to run for all agents at one time, similar to Unavailable Time report, but will all activities).
Activity detail for each agent on one page (combination of raw data for each agent available…6 votes -
Require additional customization of dashboards in Nice InContact Contact Center
In order to maximize our efficiency and update our staffing levels on the fly to better serve our customers, we require the ability to see average handle time, average speed of answer, and total calls by agent in real time in a widget on the dashboard.
3 votes -
Add ability to display staffing actual to scheduled variance by number instead of color in Schedule Manager
In Schedule Manager in Nice Incontact you are only able to see staffing variances (scheduled to actual) based on color coded staffing ranges. We would prefer to see an actual numerical variance instead.
1 vote -
Your directions for, "Setting your presence for desktop and web are wrong. Number 1 says, "Select your profile picture at top right." In...
... recent weeks you did an update and now the Profile picture is at the top left. You might want to update that.. I am a direction follower to a fault and for functionality for new people to RingCentral I feel it is important that the directions for the Support page should be 100% correct.
1 vote -
Increase Reports Page Limit Settings for Contact Center
Currently the system will only output 65 pages of call data from the contact center prebuilt reports. Our company reaches that limit before noon daily. Since that is the real-time data and the other report areas are not exactly "real-time" it's important for the report to show the full details associated with those daily calls. For example, the contact history report has a 65 page limit. It you have more than 10 reps in your contact center, you will not be able to use this report for daily totals unless you run it every hour.
1 vote -
MAX Emails: Keep images in body vs. adding as attachment
Is it possible to have images stay where they were placed in an email? Currently, images are coming through as attachments in MAX. Signatures also often contain images which is adding to the number of attachments making it difficult to sort through. On longer email chains we're seeing emails with 30+ attachments.
3 votes -
Please add our CRM "top producer" app to options.
If Ring Central links with Google and Microsoft, it would be great to link with top producer.
1 vote -
Add Searchable CRM field on Evaluation Form
As an evaluator completing an evaluation form, I want to be able to see a searchable CRM field on the evaluation form. It's critical that I monitor the case in CRM that corresponds to the interaction. I want to efficiently launch the case, the interaction, and the form from one place.
8 votes -
View Priority Comparison in Minutes
On the ACD skill details tab, I'd like to have an option under 'Priority Comparison' to compare skills using minutes vs. seconds. This is a very insightful tool and I'd like to be able to look at this for different time frames without needing to convert minutes to seconds.
4 votes -
Ability to Distribute all Forms to Evaluators at Once
As a quality manager, I want to kick off a quality plan and distribute all of my forms to evaluators at once. My evaluators schedule blocks of time to complete forms, and would like to work through all of their assigned evaluations in a single day. Today, I have to wait for the system to randomly distribute forms and my evaluators must constantly check in on notifications or the my tasks page in my zone.
4 votes -
Reorder Metrics within ACD Widgets
We'd like to have the ability to reorder the metrics displayed within our ACD widgets. Currently, once you select them to be included in a widget you can't reorder them. We find some information more informative that other information and so we'd like that to be on the far left vs. on the far right and having to scroll to see the data.
3 votes -
Ability to Adjust Column Size on ACD Widgets
We'd like to have the ability to adjust the size of the columns in our ACD widgets on our dashboards. Some columns are larger than needed and taking up valuable real estate so we'd like to shrink them down a little.
5 votes -
Do not Display the 'agent has left the chat' Message on Chat Transfers
When an agent transfers a chat to another skill or to another agent directly the customer sees the message "agent has left the chat". Is it possible to not have this show to the customer as it is misleading since there is a transfer is progress and it almost makes it sound like the agent left the chat and there isn't a new agent available to help them.
10 votes -
Add Actual SLA to SLA ACD Widget on Dashboard
We'd like to have the option to note what our actual SLA is on the ACD Service Level widgets that we use on our Dashboards. As it stands it shows us if we're meeting SLA or not and how often but it would be a helpful reminder to show the actual SLA's that we have set.
5 votes -
MAX Agent: Hold Place in Line if Customer opts to Transition from Chat to Email
In our chat we present the following message after a customer sits on hold for 10 minutes "We're sorry for the wait, all of our agents are currently busy assisting other customers. Please continue to hold or leave a message with our Customer Support Team and we'll respond via email as soon as possible.". The 'Customer Support Team' text is a hyperlink to our support email at "abc@abc.com".If a customer clicks this it composes a new email and they go back to the end of line even though they've been waiting in chat attempting to get ahold of…
2 votes -
MAX Agent Email: 'System' Font is the Default Font but Not an Option to Select in Email
Email's come into MAX Agent with a 'system' font however that is not a selectable font while you are working in the email. Currently, you only get 5 font choices and system isn't one of them. If I copy/paste something it only offers to paste it as it rather than match the font so I then have to highlight the entire email and change to a different font so the font can match all the way through, and all things pasted that show in a different font, size, color, etc. and that doesn't appear professional and so it takes extra…
4 votes -
Exclude System Generated Messages in Chat Transcript
We'd like to have all of the system generated messages excluded from chat transcripts. If a customer is waiting for an agent to become available for a while they will see several rounds of "please hold" and "your next in line" type messaging. While the customers is waiting it's helpful to see informative messaging but when in the chat transcript it adds extra 'clutter'. Here is an example of the system messages that I'm referring to that we'd like excluded from chat transcripts: System - I am looking for a representative to chat with you. While you are waiting, could…
4 votes -
Allow Agents to Schedule Commitments for Skills Not Assigned to Them
Our Customer Support team is providing support for 10+ product lines and we have ACD skills for each as not all agents are experts in each product area. We'd love for our agents to be able to schedule a commitment for a skill that they aren't assigned to so that if they have a customer on the line that would be better assisted by an agent with another skill, but they are unavailable we could have them schedule a commitment for a later time. As it is, you can only schedule commitments for skills that you have assigned to yourself.Having…
11 votes -
New Metric on Reporting to Show Who is Clicking on +1 Contact
We enabled OSH and allow our agents to request more work when able. What we can't see from reporting is how frequently an agent is clicking on the "+1 Contact" to request an additional piece of work. We'd like to have this metric included on a report so that we have better visibility into which agents are actively asking for more work.
11 votes
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