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244 results found

  1. Include QM Question Detail into QM Reports APIs

    Many customers have their own APIs for data warehousing. There is an API for QM data but it is missing Question Detail data that they also need.

    2 votes

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    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  2. Combine both mandatory disposition & ACW time

    At present, you can either set a disposition in a skill to be mandatory, or provide a timer for after call work. Some customers have requested the ability to make a disposition mandatory & also count down the ACW rather than one or the other. The ability to provide a default disposition to be used if timer ends before a disposition is entered would be helpful as well. Ideal Scenario: Agent is mandated to provide a disposition, but after call work is timed.

    1 vote

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    Future Consideration  ·  0 comments  ·  Contact Center  ·  Admin →
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  3. Export Reports to Google Sheets

    Request is the ability to export a canned, ad-hoc, or custom report from Contact Center to Google Sheets.
    InContact > Reporting > Export to Sheets

    2 votes

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  4. 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

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