703 results found
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Add inline images to the body of an email
Please allow images to show inline as this is very helpful for chronological screenshots. Having the images only as attachment is useless in this scenario.
1 vote -
Add a notification/chime feature to the MaxAgent call Deposition (where time can be chosen by user) that notifies user if they have forg...
...otten to complete a Deposition. If a deposition has not been completed within 4mins for example, a chime would sound or notification flash alerting user to wrap up their deposition.
1 vote -
Personal Connection Automation
Outbound based prospective customer would benefit from greater WFI capabilities: alerts to list exhaustion, automatically moving agents when lists are exhausted or based on agent load. WFI does not provide these capabilities at the moment, and all proactive management & alerting is focused on inbound activity.
1 vote -
Pulse - Alerts for outbound personal connection
Some customers have more outbound traffic via personal connection than inbound. The specific ask is for list notifications: When data in dialing list is getting low - notifications to agents to move skills and supervisors to move agents or add more data.
1 vote -
Give customers option to only have SLA calculate during business hours
Under the current design, if customer service representatives receive an email on a Friday and leave it in the shared 'Inbox' until Monday, then the SLA is negatively impacted. Request is to give clients the option to exclude weekend / afterhours from the SLA calculation.
7 votes -
create a link with equisoft crm
similar to salesfore app you have
1 vote -
Modification to UI in User Hub
For the Fall 2021 release, Nice CXOne recently introduced a new UI for User Hub that moved and consolidated all applications into a single view on the left hand panel. Although the new view creates a single repository for accessing applications, it does not provide a way to collapse or customize the view and makes it more difficult for the end-user to quickly identify and access the area / application they are wanting to open. The recommendation is for the addition of a section at the top called "Favorites" with the ability to flag any section or application in User…
7 votes -
Ability for Supervisors to see info about email while it's queuing
The request is for a Dashboard / Reporting improvement to enable Supervisors to see the sender & subject of an email whilst it is queuing.
2 votes -
to have a +1 option for caller ID number
Requesting to have an option to have a +1 for the outbound caller id number. This will help with the number not to be tagged as spam or robo calls. This is currently a limitation on a feature
2 votes -
Add Contact ID to the Audit Activity Report
This report would be more useful if the Contact ID was included, so the personnel viewing the report would be able to ascertain which recorded calls were reviewed, and by whom.
10 votes -
Dashboard - Add Status Thresholds for State
New Dashboards are missing option to add thresholds, this was available previously. https://help.incontact.com/Summer20/EN/Content/Reporting/Dashboards/Widgets/AgentListWidget.htmIf you have customized your Unavailable State thresholds, and a contact center agent exceeds that threshold, then the Time field for that agent in the Agent List widget appear in red.In this case, User Bravo was within the threshold for the Break unavailability state in the top image, but in the bottom image this agent has gone outside of the threshold by being unavailable for over an hour.See attachment
1 vote -
Quick Reply Utilization Report
Some of our BPO customers service multiple contracts. There is significant interest in chat & email channels, especially around quick replies as a way to provide consistent messaging & a reduction in agent effort. This feature request is to ask for RCCC reporting to include reports that deliver insight into:
How many times a quick reply has been used
How frequently a quick reply is used
Number of quick replies used per interaction
For chat, how many replies are QR vs agent typed (to understand where more could be utilized)
QR use per agent
QR use per disposition2 votes -
Leverage RingCentral SMS API for a fully integrated SMS channel in RingCentral Contact Center (Nice CXOne)
Leverage RingCentral's SMS APIs to integrate a native SMS channel within RingCentral Contact Center so that customers leveraging SMS interactions within RingCentral Contact Center can use RingCentral's SMS as the transport/provider.
19 votes -
Alternative SMTP Authentication
Basic Auth for SMTP Relay Authentication will be retired by Microsoft in the near future. (https://docs.microsoft.com/en-us/exchange/mail-flow-best-practices/how-to-set-up-a-multifunction-device-or-application-to-send-email-using-microsoft-365-or-office-365#option-3-configure-a-connector-to-send-mail-using-microsoft-365-or-office-365-smtp-relay)RingCentral Contact Centre needs to provide an alternative authentication method to allow migration away from basic auth.
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 -
Extend Expiration Date of Activation Email
It would be great to extend the expiration date of activation email to at least 7 days. So that if I create extensions on Thursday for example then new employees would start on Monday then i don't need to resend activation email again
41 votes -
Add the ability for multiple extension to listen to the same call simultaniously
Our sales team would like the ability to have multiple agents and managers listen to the same active call at the same time for training purposes.
3 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 -
Salesforce Adapter does not allow the removal of Mask
The Salesforce adapter is showing the mask option even when it is disabled for the agent. It needs to hide this if it has been disabled in the agent role the way CMax does.
2 votes -
Salesforce Adapter needs integrated softphone option
Salesforce Adapter needs to support the integrated softphone option the way CMax client does.
2 votes
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