732 results found
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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 -
send pop ups to members of a queue when a call is waiting to be answered
If a call is sitting in a queue after a set amount of time, send a pop up to members of the queue letting them know a call is waiting. This would allow agents not activated to jump in and answer the call.
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 -
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 -
option to block CNAM
Option to block Caller ID Name (CNAM)
7 votes -
Adding Guam phone number
Ability to Add Guam Phone Number - Currently Guam Phone number is not supported and we would like to request to support Guam Phone Number
7 votes -
To filter the report for "Today" and be able to select a specific time range.
To have the ability to generate a report for "Today" and select a time range users desire.
7 votes -
Call recordings in Stereo
Ability to have call recordings in stereo not just mono
7 votes -
Add a checkbox in Presence for monitored calls on hold
Could an additional checkbox be added in the Presence settings that would say “Ring my phone when any user I am monitoring places a call on hold”. This way when a monitored line is put on hold, it will not make all the other phones start ringing audibly. It's unnecessary for a user to answer a held ringing call, and then have the caller say that they were just put on hold. And then when they place them back on hold, it rings all the phones all over again.
7 votes -
tone when transferring call
Play a tone or (zip tone) to the far end when transferring an inbound call to an external number. Confusion sets in on the far end when you transfer a contact as the far end is unsure when the transfer actually connects the caller. A tone would automatically announce the caller is now on the line.
7 votes -
7 votes
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