798 results found
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feedback management (satmetrix)
Ability to be able to download / extract audio feedback from the customer using satmetrix.
1 vote -
stop the "this call is being analyzed by AI" its annoying af
that would be all and stop the "please continue to hold" too if u can lmfao
1 vote -
Make the RCA for Mac scalable and smaller. It takes too much screen and the text and icons do not scale.The RCA dialer window is a good size
Make the RCA for Mac scalable and smaller. It takes too much screen and the text and icons do not scale.The RCA dialer window is a good size. The current version takes to much screen area.
1 vote -
auto populate agent data on the post call survey
customer should have an option to setup on how to auto populate agent data on the post call survey
1 vote -
CXone Agent presence synchronization via MS Teams (Version 2.0)
CXone Agent presence synchronization via MS Teams (Version 2.0)
With the CXone and MS Teams 2.0 presence sync feature, an agent's status will mirror their active CXone call state in MS Teams. This real-time synchronization prevents calls from being routed to unavailable agents. It avoids getting refused calls.1 vote -
Supervisor tab in dashboard
Make the entirety of the agent tab available as a dashboard in analytics specifically the supervisor tab.
There is a lot of information in the Supervisor tab and it would be nice to see it on the dashboard.
1 vote -
Ability to generate a report in RingCentral showing all calls redirected via custom site forwarding rules/scheduled routing (e.g., Saturday
Ability to generate a report in RingCentral showing all calls redirected via custom site forwarding rules/scheduled routing (e.g., Saturday call forwarding between sites), including original destination, forwarded destination, timestamp, and call outcome.
1 vote -
settings
make the settings tab easy to find
1 vote -
Allow a Hierarchy Structure for Tags
At the moment all the Tags are just shown in one list across several pages. This makes it slow to find the required tag, and doesn't really allow them to be organised. Can you implement a folder structure with the ability to create sub-folders for the tags, allowing users to navigate to the relevant folder and then select the required tag.
1 vote -
Hide filter in widgets so that the widget window can show more pertinent data and not waste the space on the filter section
Hide the filter fields in the bottom of the widgets windows so that the window can show more pertinent data and not waste the space on the filter section. The other option is to let the widgets overlap so that you could extend the size and then put other windows over the filter section.
1 vote -
callbacks
Customer is requesting for RCX callbacks to be recorded. We were told by RCX support that "Only calls that are connected to agents are recorded. If the customer is still in queue or uses a queued callback, the call is not yet recorded. If the customer wants queued callbacks to be recorded as well, this is currently a feature limitation."
1 vote -
Add 911 as a speed dial on deskphones
To be able to have a faster way to dial 911 on the deskphones specially if there are kids and older people on the location
1 vote -
Call Center Live Transcription
Provide live transcriptions to call center agents, just like the EX users have. Agents in our call center cannot review transcriptions until the call is finished. This does not allow them to review any information live on the call until they have finished their conversation with the customer. Being able to reference context like addresses, names, or unique spellings provided by the customer would provide a better customer and agent experience. This would be a major quality of life change for the system.
1 vote -
add disposition to QA form
Add the Disposition to the QA Evaluation form. There should be reporting for call types associated with a QA Evaluation form.
1 vote -
Audio used for call recordings
It would be helpful if there would be an option for the customer to set their call recordings audio to either mono or stereo. Also, there should be support articles regarding the audio used for the call recordings in both EX, CX and Nice.
1 vote -
edit callback time for callbacks
allow agent to edit the time set for a callback since miss clicks lead to not being able to dial the customer back.
1 vote -
Check previous log times
Have the ability to check previous total log in time, filter by dates to check total amount of hours connected
1 vote -
Include the Live/Connected Abandon Rate on the FTC Compliance Dashboard
On the FTC Compliance Dashboard, the Abandon rate being shown is the Overall Abandon rate - inclusive of Voicemails, No Answers, etc. In order to really be FTC compliant we really need to see Live Answer Abandon Rate (what is referred to as Connected Abandon Rate in the widgets in real time dashboards).
1 vote -
son de notification
La notification de l'arrivée d'un tchat n'est pas assez forte, est-ce possible de changer le volume de la notification
1 vote -
keypad, DTMF, tone
There needs to be an option to turn ON/ OFF the DTMF tone (keypad sounds) when using the keypad on the desktop app and cell phone app. It currently is set to play the DTMF tone automatically and there is no way to turn it off without disabling the sounds on the device that you're using. This is highly distracting because the keypad sounds when you press a button are not in sync with the actual buttons being pressed if you are dialing quickly. The sound delay is especially distracting when entering memorized phone passcodes and phone numbers because you're…
1 vote
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