125 results found
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Setting hours for each leg of why a department would close on Nice-incontact instead of closing down the branch at the specific time.
Setting hours for each leg of why a department would close on Nice-incontact instead of closing down the branch at the specific time.
Would be nice to be able to set up closures in advance for like meetings or trainings.2 votes -
Add country hierarchy for reporting
When creating dashboards for e.g. calls handled we're able to create a chart of teams within a country rolled up. However, as our business is across the EU we want to compare multiple countries; currently the only way to do this is to create a graph for each country.
We'd like to add a filter option of "Country" which will encompass all teams within, to enable a graph to show trend lines on e.g. calls handled for e.g. UK, France, Germany, etc etc.
We do have country variables listed at ACD User level, so the data is definitely held in…
8 votes -
Option to Deprioritize or Pause RingEX Calls When Agents Are Logged Into the Contact Center
We request an enhancement that allows Contact Center agents to deprioritize, pause, or block RingEX (UC) inbound calls while they are actively logged into the Contact Center platform.
Currently, agents may receive simultaneous calls from both RingEX and the Contact Center. If a RingEX call is answered while a Contact Center call is incoming, the agent can be placed into a “refused” status, which may result in missed ACD calls, decreased service efficiency, and a negative customer experience.
This functionality is especially critical for environments where agents handle both RingEX and Contact Center calls, as simultaneous call handling currently disrupts…
2 votes -
Visibility into who changed an agent state in Contact Center
Description: Provide the ability to report on, audit, troubleshoot, and ultimately see who is changing what agent's state, why, when, and increase productivity.
Feature Request: Ability to see who changed an agent state previously and when.
Purpose: To allow auditing and troubleshooting after the fact. Not only would this give admins the ability to see who changed an agent state previously, but it would also provide another troubleshooting mechanism for both customers and support alike by ruling out if an agent state change was caused by a supervisor manually or if it was caused by something else (system etc).
Details:
…
4 votes -
Remove or hide the CC Voice Connection pop-up
Add an option to disable or hide the CC Voice Connection pop-up so it does not appear on every phone call, as it is currently causing audio delays and slowing down the process of answering inbound calls.
3 votes -
Performance Management - Allow Sub-Groupings of Time within a Date Range on Widgets
Example:
Login/Logout Report Widget, looking at a week shows you the First and Last Logins for the time frame, but it would be more useful to list the First and Last Login for each Day for each agent within that Date range. Having groupings from Hourly up to Annual would be useful for a lot of widgets.3 votes -
WFM - Allow Schedule Protection on Partial Day Activities
Currently, you can Protect Full Days off with the Time Off Manager, but Partial Day activities do not have that option. This leads to activities being overwritten if they are on the schedule and that date gets a new schedule generated. Having the option to protect future activities would a real boon for managing future requests.
3 votes -
share dashboard
The request is the following one:
today we have an issue with the way to manage rights for sharing Dashboards.
Some persons who are allowed to create new dashboards share them with the value "Public".
The impact result is a security hole because:
- Everyone can see GDPR information (agent names)
- No possibility to stop sharing it if you're not the owner
- No possibility to erase the dashboard if you're not the ownerThe request is the following one:
Add a new right in Admin / Security Settings / Roles and Permissions
- New checkboxes to share for…16 votes -
Improve Email Audit Log Details
Description:
We would like to propose an enhancement to the Email Audit Log feature in RingCX. Currently, the audit log provides limited visibility into how emails are routed within the system. To improve transparency and troubleshooting efficiency, we suggest the following additions:
• Requeue Destination: Clearly indicate where an email is requeued to, including the specific queue or user.
• Disposition Details: Include the final disposition applied to the email (e.g., closed, escalated, transferred), so we can better understand the outcome of the routing process.
These enhancements would significantly improve our ability to audit email handling, identify routing issues, and…1 vote -
Agent Message on CXone Agent Must Have Duration Configuration
The Agent Message popup that disappears immediately (for 5 seconds) is a normal behavior or work as design when using CXone Agent (https://help.nicecxone.com/content/studio/actions/messages/messages.htm.
Customer wants to have a configuration option to set the Agent Message popup to last for more than 5 seconds.
2 votes -
Prevent caller ID from being carried over from CC
When a call from UC going to a cloud connect setup that goes to CC then call gets routed again to a user in UC it carries over the caller ID of the account owner in admin portal. We want a feature where this caller ID information will be controlled from the CC script or it will follow the settings on the UC side so that caller ID information will be different.
2 votes -
Automated Cold Call Script
Automated Cold Call Script , to improve efficiency, Automates the greeting, saving time for the agent to focus on the conversation. and you will have a clear and confident speech on every call.
1 vote -
Scorecard Order of Questions & Inserting New Questions
Allow scorecard questions to be reordered. Currently in order to group or reorder questions, the questions must be deleted. As needs change some old questions are sometimes removed and new questions must be added. It would be nice to be able to arrange the order of questions by dragging them to a new position, and to be able to insert a new question anywhere in the list of questions.
1 vote -
Why do i need to Authenticate 5 different times when calling support
Honestly, this feels like security theater at this point.
I call in from my phone, Verify my 10 digit number, Verify with code thats emailed, verify with my VM pin, then I get a rep who has me verify with another code and my Extension all over again. Whats the point? Why am i jumping through hoops with the robot if the human doesnt get any of my info. Im already pretty miffed that i have to call in for support, by the time I get a human who can help, im 10 minutes in and even more ticked off.…2 votes -
Make EMAIL ADDRESS an available Column in NICE Digital interactions
I would like to request the inclusion of the customer’s email address in the available column fields within the Interactions tab of the RingCentral Contact Center (NICE CXone) interface.
The current column options include fields such as Customer Name, Case ID, and Channel, but not the customer’s email address.
Adding the email address as a selectable column would significantly enhance our ability to identify and remove duplicate records when generating reports, thereby improving data integrity and operational efficiency.
4 votes -
Allow agents to get their log in and log outs as an EXCEL sheet.
Have a download buttons that allows you to get your log in and outs as an excel spreadsheet.
1 vote -
New Digital Filters/Columns
When searching for cases in Digital, there are no columns or criterial for finding Last Updated by Agent or Last Updated by Client. Currently the only date/time column is Case Create Date, which helpful for NEW cases, but not helpful for OPEN where the client has replied, or where agent may need to manually create a follow-up.
2 votes -
Automated Blind Transfer Rule in Studio Script
Feature Request:
The ability to configure an automated rule for blind transfers within Studio Script that can be activated for a specified period of time and then automatically revert back to its original state once that period has ended.Business Value:
Provides greater flexibility in managing call flows during temporary situations (e.g., outages, holidays, or staffing changes).
Reduces manual intervention, lowering the risk of errors when enabling/disabling temporary routing.
Saves time for administrators by automating what currently requires manual scripting adjustments.
This feature would significantly improve efficiency and reliability when handling temporary routing scenarios.
2 votes -
See all agent stats without scrolling
It would be amazing if when you are looking at the agents on the Analytics and Supervisor tabs you could see the whole picture without having to scroll up and down and left to right! A complete picture.
2 votes -
record call on transfer
Customer Law Office of James Scott Farrin (RCX # 38370001) would like RCX Queue's "Recording on Transfer" setting to pass recording control (pause/resume) to the REX user when RCX calls are transferred internally to REX user.
1 vote
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