703 results found
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Add a field to MaxAgent to paste a phone number to launch a call quickly
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 -
Allow for copying of a scheduling unit in Workforce Management
Within RCCC Admin / Scheduling Units, it would be helpful to have the ability to duplicate / copy an existing scheduling unit. Currently you have to create new scheduling units & start again.
5 votes -
Provide Quality Management scoring context from within MAX
Would like the ability to show (either within MAX Agent Reports or the WEM tabs of MAX) a quick and easy quality scorecard for the agent over a time period. Currently, an agent can review individual evaluations or would need to be provided very customized reports or dashboards.
5 votes -
Allow Giphy & Screen shots to be shared even if Upload from computer/mobile is disabled in File Sharing for the app
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 -
Synch the Evaluation to the Interaction
On one screen evaluators can view, listen and score with pause while typing. Currently The Interaction and Evaluation open in separate pages and the Evaluator must toggle between the pages if they want to view or pause the interaction as they move through the Evaluation form.
1 vote -
Make Chat Disposition Required
Currently Chat skills do not require an agent to provide a dispostion. Agents can force themselves back to available without providing a disposition. Would like chat to follow same restriction as Voice and email.
2 votes -
Gamification
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 -
recording system that flags calls that use inappropriate language
Customers with full time call recordings would like to bookmark calls where inappropriate language is used for follow up...even better to have the ability to initiate a warning message if bad language is being used
8 votes -
Add an option to make Activity Codes invisible to agents.
We'd like to have the option to make individual Activity Codes visible or invisible to different access levels. For example, we currently have separate out-of-office Activity Codes for approved time off and unapproved time off. When agents are viewing their co-workers' schedules in WFM, we don't want them to be able to see the Activity Codes for unapproved time off. Ideally, this would be a permission setting on each new code created. Admin would have the ability to view/select all Activity Codes regardless of whether the code was toggled to "invisible." All other access levels would be subject to the…
4 votes -
Time zone to match company time zone when downloading call attempts list
Details of the enhancement: When selecting ACD, Lists, Calling and downloading a calling list, the time listed under "lastcallplaced" field is showing in GMT and not the customer's time zone.
1 vote -
Listening to an entire interaction under 'interactions' without having to go into the prebuilt reports.
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 -
Eliminate MaxAgent Outbound Dialing Delay
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 -
Trends in Subscription Reports
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 -
INDICATOR IF A MESSAGE WAS SENT FROM MOBILE OR COMPUTER
there has to be an indication that a certain message was sent using phone or computer
1 vote -
Communicate presence (Offline, or invisible) to Max Agent
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 -
Remember Me is missing - Add remember username back to sign in
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 -
Monthly view in schedule manager
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 -
RCCC - Improvements to the Voicemail Skill
When you play a VM the first time, it gives the timestamp. But if you start over or rewind, there is no timestamp.
The feature request is to ensure there is a time stamp is added to voicemail skill & give the timestamp for when the voicemail was received & make it easily available.1 vote -
Personal Connection data log extract
Using the Personal Connection tool the agents "ACCEPTING" the call and the PC dispositioning the call leaves a NULL in the AGENT field. My agents need credit for the calls they process even if the PC dispositions it. The agents hit ACCEPT so there must be a log somewhere that is associated to the EXTERANLID or the CONTACTID. I need a file, extract, API to get this data while you guys figure out how to get it included in my PC dataset
1 vote -
Max agent must not allow another call to connect to agent leg when it is currently engage to a call
Agents made an outbound call and was on the line using RC apps , She was on available status on MAX agent . Another call receive from the MAX and made a conference call with the other person on the line.
1 vote
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