763 results found
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Manual Answer Skills
Ability to allow Inbound Skills to support Agent Manual Accept/Reject and not auto answer with dependency of using Agent Station Profile as a workaround.
8 votes -
Add Glip / MVP messaging as a native channel in CXone
CXone currently has the ability to ingest an MSTeams stream as a channel directly into CXone. I suggest an integration into RingCentral messaging that will allow us to integrate RingCentral messaging as a direct channel in CXone so internal users and even external customers also using RingCentral can queue and communicate with agents in MAX/CXone as well as agents being able to initiate an outbound message to an Glip group, agent, or supervisor right from the CXone agent interface.
8 votes -
Allow Activity Codes colors to be customizable
In Workforce Management (WFM) - All unavailable or busy activity codes are orange. This results in one having to "hover" over an orange block in the schedule manager to have a popup display and identify the specific busy activity code for the agent. The capability exists in WEM Skills to assign multiple different colors for a skill. In WFM Activity Codes, it is requested that multiple colors can be assigned as well.
8 votes -
Ability to force agents back to Available Status from Dashboard
Details of the enhancement: On the customer's old phone system, managers had the ability to force agents back to Available status. They would like to submit a feature request for this on Contact Center.What is your use case and who is the user (agent, supervisor, customer, etc.) for your request?Call center managers.What problem are you trying to solve or what problems does the current functionality cause?Managers want the option to be able to force agents back to Available status like they used to be on their old phone system.How do you want the feature/product to work (proposed solution)?An option to…
8 votes -
Show what number your customer is calling with customer number.
It would be extremely useful to see what number our customer dialed to reach us for best marketing research. Would also need to see customer information as well
8 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 -
QM - Editing a Submitted Evaluation
If a user submits an evaluation, and they realize they made a mistake, they must wait for the agent to review the evaluation and ‘Request Review’. A user should be able to ‘edit’ the evaluation form without the agent having to take this step. The agent might be out of the office or can’t get to it right away. The user needs to fix the evaluation score immediately and not wait, so an edit option is necessary.
8 votes -
Notification for WFM schedule adherence
It would be great if the WFM platform allowed us to configure alerts or notifications to be emailed when an agent is not following their schedule. Similar to the queue alerts that can be configured when a queue call arrives but no one is logged in during the configured hours of operation for that skill.Ideally, users would be able to customize the parameters:Out of adherence time threshold, i.e., generate an alert if an agent is out of adherence by xx number of minutesGenerate alerts only for specific activity types; for example, alert if an agent is logged in after the…
8 votes -
WFM Pro - Schedule generation - Ability to lock in activities when generating schedules
When using the scheduling generation module, have a prompt to select activities that can't be overridden if they have already been added to an agents schedule. Currently it is a shot in the dark if you have to generate a new schedule and get the prompt that schedules may be overridden on if that would include meetings, absences etc.
8 votes -
Object and Meta Data tagging capabilities of our call recordings so we can set specific retention policies by Team in our custom storage
Request a feature for object tagging capabilities of our call recordings so we can set specific retention policies by Team in our custom storage bucket.
8 votes -
Create auxiliar status (login time, logged out, lunch, break of the agents)
I need to measure login time, logged out, lunch time, and breaks of the agents
8 votes -
Increase size limit of email attachments from NICE/Contact Center
Current size limit is a 30 MB attachment but I have been told it is a 10 MB limit. Increase attachment size to 150 MB to allow for longer recordings to be emailed.
8 votes -
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 -
Add Ringer and Audio control settings for RingCentral Contact Center Voice Chrome Extension
Currently, the customer is complaining that the incoming ringer is too loud. They are using headset. We do not have options or settings in the RC CC Voice chrome extension to separate the ringer volume or settings. When they lessen the volume it also make the conversation difficult as it also lessen the volume of the conversation.The customer is requesting to have a separate audio or sound setting that will control the ringer only.
8 votes -
Dashboard: view agents next unavailable status
We would like for our supervisors to have the ability to see what a reps "next status" is set to. For example, if they are on one chat and we are expecting them to be on two chats, it would be helpful to see that they are set to "Unavailable - Lunch". This helps to tell the story about their current work.
8 votes -
Option to Turn Off History log in Max Agent/Salesforce NICE CXone Plug-in
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 -
Provide option to force log out users from MVP and CXOne at a set time
We have some users who forget to log out at the end of their shift which affects some of our reporting. Can you provide an option or setting which will automatically log out selected users at a set time.
7 votes -
Integrate both RingCX and RingEX in Salesforce
Currently, we have CX and the CX dialer integrated in Salesforce. I have a new team that would be better suited for EX.
It would be helpful if both were installed.
7 votes -
Feature Enhancement Request: Simultaneous Ring Support for Multiple Concurrent Calls
Description:
We are requesting an enhancement to the current Simultaneous Ring functionality in the RingEX system to support true simultaneous ringing for multiple concurrent incoming calls to a main number.Current Limitation:
The current implementation of Simultaneous Ring only supports one active incoming call at a time.
When multiple calls arrive simultaneously, the system only rings agents for the first call.
The second call is only offered after the first call is answered, creating unnecessary delays and longer hold times for other callers.
Customer Use Case & Concern:
The customer’s main number is configured with Simultaneous Ring to multiple agents…
7 votes -
shared personal contacts
To enable automatic sharing of saved personal contacts with all company employees without requiring file uploads or directory integration.
7 votes
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