432 results found
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Quickbase CRM
Integrate with Quickbase CRM
2 votes -
CXOne - Life Cycle Management - Rules
Please increase the max cap on the following restrictions under Life Cycle Management.+ Increase the rule limitations to be more than 10+ Increase the limitation of 10 skills max per rule+ Increate the limitation of 15 teams max per rule We are too large of an organization to be limited to these. These rules are dictated to support contract obligations and prevents us from fulfilling our internal and external needs. This also prevents us from expanding product offering and storage limitations....
11 votes -
Contact Center - No Hold Music when truly "on hold"
When truly "on hold" with a contact center agent, there is not an opportunity for hold music or messaging to play. The system offers that functionality all through the IVR, call queues, interrupt messages, etc., but once an agent engages a caller, the ability to hear music or messaging while "on hold" disappears. The same is true for each part of our IVR within the contact center.
5 votes -
Include Calling number and Customer Name for Abandoned Call Notification for Pulse
It will be helpful if we can include the caller's phone number and Caller ID when we receive a missed call notification on Pulse. This will allow the Contact Center Managers to effectively manage their abandoned/missed calls since they are able to easily access the phone number and who to contact if needed
1 vote -
Contact Center - Ability to map multiple unavailable codes to after call work
It would be great to be able to map multiple statuses to After Call Work. In our previous system, we were able to map both a follow up and extended follow up status to After Call work. That way we are able to set the follow up to 90 seconds before putting the agent back to available, but if they were needing more time they could manually change their status to extended follow up. All of that time would then be combined into the same follow up so that when calculating average ACW for agent, skill performance and forecasting all…
2 votes -
Add to indicator functionality
I am looking for an indicator change when the user locks their PC or is away for some time.
1 vote -
Copy Contact Center Holidays
Just having the ability to copy holidays from one hours of operations profile to multiple others would save a ton of time. I see similar requests to this but not specifically hours of operations in Contact Center.
3 votes -
New User Activation Emails flagged as spam
Is there any other way on getting the new user activation emails that will not be flagged as spam. Also, don't want to whitelist anything since it will breach the customer's security if it will be whitelisted in the domain / email systemas per customer. They wanted to be able to receive the user activation email without being flagged as spam and without doing the whitelisting in the email system / domain
1 vote -
Make the minimum password length 12 or more characters please
For increased security
13 votes -
Allow scheduling of prebuilt reports
We'd like to schedule not only ACD reports, but also QM/WFM/other prebuilt reports.
6 votes -
RCCC Place Partial Time off in Time of Planning
Would be useful for WFM RTAs in setting up partial time offs more quickly rather than adding it manually
2 votes -
RCCC Time off Always on Top
Any schedule with a Time Off/ OOO Activity should be placed on top. it is quicker to have it be seen by any scheduler/WFM RTA
2 votes -
Add SMS Logs to Manager Role
The account with User ID: 893660048 requested for users who have Manager a role to have access to SMS logs. Managers have access to Analytics but SMS logs is not on Analytics report.
1 vote -
Restore time limits to Agent List in Dashboard
The "old" dashboard under reporting has a feature where time limits could be put in specific not ready activities. This is not available in the current dashboard and is definitely missed
1 vote -
Download Calls - Performance Reports on PDF format
User ID: 2255562005
Company Name: LA Financial Credit UnionThis business is requesting to have an option to download reports on PDF format1 vote -
Set Max Agent to DND for calls created in MVP
Currently, when making a call in the NICE MAX agent it will set the RC App to DND. We would like to get this feature in reverse as well. So when a call is initated through the RC App (MVP) it will also set the MAX agent to DND
2 votes -
Make outbound calls while on an email contact
Being able to place an outbound call while working an email contact is a vital part of our business to effectively work the email contact. Our workabourd is to (a) got to Unavailable, (2) park email contacat, (3) place outbound call, (4) unpark email contact, (5) complete the email email contact, (6) go back to Available.It would be nice to be able to place the outbound call while still active on the email contact.
1 vote -
Contact Center - Disposition and Tags for second assignment / resolution in call
Call comes in for one area of contact center and is assisted. Caller then asks to transfer to another area of contact center for different matter. The second stop on the call cannot currently be marked with a disposition or tag, as the fields are occupied from the first instance of service.
3 votes -
To add more than (3) callers in conference call
In existing RC ( MAX agent ) call-flow design, conference room can be connected up to total (3) parties including a host. Request is to add more than three caller’s in conference room and ability to put callers on “HOLD” during the live conference room along with an option to “JOIN” them back in the call.
4 votes -
QM - Allow the ability to determine who receives an agent's "Request Further Review" rather than all "challenges" assign to one person
Currently, QM "Request Further Review" set up only allows for 1 person to be designated to receive these "challenges" and the only choices are either the original evaluator or one other person (in our case the QM manager) to receive all the requests. The request is to allow multiple tiers to review the "challenges". The initial request should be directed to the agent's immediate supervisor. In some instances the supervisor may want to escalate the challenge to the request for review to the QM Manager.
5 votes
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