432 results found
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The ability to edit evaluations sent to agents before they are acknowledge/challenged.
Reduce the trunaround time on when the task is completed.
4 votes -
When evaluating, to have the ability to edit comments, once saved.
Allows evaluators to be more efficient when needing to make an update.
5 votes -
WFM Pro - Meeting Scheduler - Recurring Meetings
It would be a huge time saver we would be able to creating recurring meetings from the meeting scheduler and then be able to edit a single occurrence or all occurrences in that series similar to Outlook meetings.
14 votes -
Extending the 90 Day Limitation for showing Vacation requests in Manage Request and Agent MYZONE
It would be helpful extending that 90 day system limitation to 365 days as our Agents are required to put in there vacation requests up to a year early.
1 vote -
Add Metrics and Data Values in Custom Reports
Customer wishes to request capability of adding additional fields or values in custom reports/report templates whether it be from their end or through the Professional Services team as it would be useful for them to generate reports suited in their business
2 votes -
IVR: Create new industry standard for escalations (#ESC / #372)
During the recent townhall in London, the focus on customer experience (both RC customers and the customers engaging with our customers through RC technology) caused me to think about how to make large impactful changes that could shape the industry.It made me wonder if there had been any thought about an AI-powered experience that could determine poor experience for customers dialing into IVR / call centers powered by RC and both "save" the customer for our customer while improving the implementation over time for RC customers.As someone who spends way too much time calling vendors to sort out things, the…
1 vote -
WFM Pro - Ability for skills in ACD module and WFM skills to sync.
It would be great for staffing and data integrity, if when an agents skills are updated in the ACD module, that would get reflected in what WEM Skills that they are associated with so that if they get added/removed from the skills that the system uses to deliver interactions, it would reflect in the staffing headcounts without manually having to try and maintain that.
12 votes -
WFO Pro - Option to customise Service Level Calculation
The system uses the Service level for forecasting and scheduing. However not every business applies the same Service Level calculation. MTVH uses "number of calls answered as a percentage of all calls offered" . It would be a lot better if the company could use the SL calculation which the targets are measured against for their schedules and forecasts.
7 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 -
RingCentral Contact Center VDI Support for Azure iGEL OS
Nebraska Furniture Mart utilizes Azure VDI w. IGEL OS. This is currently not supported by NCX and will require testing and support. Deal is in jeopardy status due to current support for VDI.
1 vote -
1 vote
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Additional Adherence Reporting is required in Nice InContact Contact Center
In order to maximize our efficiency by analyzing agent performance and our scheduling to better serve our customers, we require enhanced adherence reporting. We require the ability to see: Summarized data by team in addition to by agent (top left quadrant of Adherence report in team view).
Activity summary for each agent on one page (bottom left quadrant of Adherence report broken out by agent, and available to run for all agents at one time, similar to Unavailable Time report, but will all activities).
Activity detail for each agent on one page (combination of raw data for each agent available…6 votes -
DFO Inbox Management Improvment
As a DFO user, it would be helpful if resolved or worked cases were removed from my DFO inbox. Currently, if resolved or worked, any emails will remain in the DFO inbox unless manually removed, making it appear that the email still needs to be worked. This is confusing and clutters up the inbox, as does the “2 in inbox” messaging which makes it seem like this is new work and appears to be counting towards my active case count. It would be helpful to have a personal archive where these cases would automatically go after resolving so I can…
1 vote -
Skill Notification History report does not show user who uploaded call list when "auto-start" checkbox is checked.
There is a defect, where the Skill Notification History report does not show the User ID when a skill is started by the auto-start checkbox when uploading a call list. Therefore when reviewing the Skill Notification History report, when auto-start is selected, there is no evidence of what user uploaded the call list. I creaated a support ticket, but the ticket suggested that I create a "new idea" ticket. I think this is a defect not a new idea. Either way, hope that this gets addressed soon.
1 vote -
Pulse alerts for refused calls or agents in Unavailable: Refused state.
It would be helpful for managers to see in real time when agents are refusing calls or have been in an Unavailable: Refused state especially with teams being remote.
38 votes -
Allow requeued emails to keep their place in the queue
In MAX, when we requeue an email it puts the email to the end of the line. During our busiest season it's not uncommon for us to be 4+ days behind on responding to emails. When someone requeues an email, it could cause serious delays in the customer receiving a response. We'd like for requeued emails to keep their original place in line for when they originally entered the Contact Center.
5 votes -
Would like to gauge is how long someone spends in "available" codes vs "unavailable" with a break down of what codes they were
Hi, what I am trying to gauge is how long someone spends in "available" codes vs "unavailable" with a break down of what codes they were ....ex: 20 mins in break/1 hour in lunch/ 4 hours in availbable/inbound/etc
1 vote -
Realtime Dashboard Needed For The Agent Summary Report
A realtime dashboard to showcase the exact same metrics the Agent Summary Report Template shows will be helpful to monitor how many inbound and outbound calls each agent has taken so far in that given day, without the need to run that actual report constantly.
2 votes -
In CX1 Supervisor, Be able to active assign Skills.
In CX1, ACD, Skills or User, you can have a skill assign to a agent, but not activated. this makes it easy to active a skill for a agent when needed. In CX1 in Supervisor, When trying to do the same thing. the skill is not there in either assign or unassigned, and that is because it is assign to the agent, but not active, so when looking for the skill in ether assign or unassigned in supervisor, its not there! We are requesting in Supervisor to be able to control activating or not activating skills.
1 vote -
Change automatic default skill proficiency level
Currently, when you add skills to an ACD user, the skill is added at a proficiency level 3 by default. You can change it manually but it is not persistent; if you remove the skill and then add it back later it does not remember the previous proficiency level but again defaults to level 3.A better solution would be to allow admins the option to specify the default proficiency level for individual skills. That way, you could add new ACD skills to a user as needed without having to take the extra step of changing the proficiency level every single…
2 votes
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