691 results found
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Ability to allow call recording to record those calls that were missed/ unanswered
Ability to allow call recording to record those calls that were missed/ unanswered
2 votes -
Increase Character limit in contact center
Increased character limit (currently 50) so they can assign CXone attendant to user who already have a profile established in Contact Center.
1 vote -
Metrics Summary Dashboard Widget - Need to Include a 'Refusal Reason' Metric
Currently within the new Metric widgets, we have the Metrics Summary. I use this for a summary of refusals per agent but it lacks a crucial element, the reason for the refusal. (i.e. No answer, busy etc.).
Please can you add a 'Refusal Reason' metric so that we can not only monitor refusals but understand WHY they were refused. I understand that we have the Agent Refusal Report but an addition to the dashboard would make this a much quicker and easier process day-to-day.
As it stands, we have the current metrics for refusals:
Refusals
% Refusal Time
Refused Time…1 vote -
Agent Adherence grace period
Allow Admins to set up a threshold for adherence for different activities. Example: We could give a grace period of 5 minutes for Lunch or break so if the employee was late to go on break because they were handling an interaction they would not be marked out of adherence for those 5 min.
4 votes -
5 digit number block
Please enable the ability to block 5 digit numbers. The amount of political spam we receive is ridiculous. This feature request was submitted years ago and we still don't have this ability.
3 votes -
note taking ability
add the ability for the caller to make notes that are important to their next contact with the lead
1 vote -
Roles and Permissions Report
We would like to pull a report that shows all the current user profiles and the level of roles and permissions that they have
5 votes -
Quality Planner for Calibrations
Use Quality Planner to create a series of contacts for calibration on a one-time or ongoing basis.
2 votes -
Call routing that feature that will go back to the top once it's at the bottom
The customer would like a feature wherein a routing system works that will go back to the top once it's at the bottom.
3 votes -
Have the option on the call queue to modify fix in order to ring groups
Allows admin users to modify the call queue ring settings to have an option to create ring groups under fix in order
2 votes -
UI Suggestion: Call and Hang up buttons to be re-positioned
UI suggestion:
The Call and Hang up button are essentially in the same spot and a few times at the end of a call, the doc hangs up before me and I almost click the call button. I've noticed that the docs number is still sometimes there so I am worried that I will call the doc back after hanging up. Not a huge problem because I haven't missclicked yet, but if the buttons were offset - maybe the call on the left and the hang up on the right - I wouldn't run into that.
Maybe set the button…
3 votes -
Remove Prefix for UK
Customer want to remove prefix when a caller is contact the main number and the call is being routed to Call Queue
1 vote -
Display current date and time on Dashboards used as Wallboards
Hello. We are currently using InContact Dashboards to display call, skills, and agents figures. We would like to have a "Current date and time" widget to be able to display current date and time (format mm/dd/aaaa HH:MM:SS - dd/mm/aaaa HH:MM:SS in french format)Is it possible to create a current date time widget with common display formats ?Thanks a lot
4 votes -
Outbound Report that shows Dispositions: Answered and Voicemail
Customer wants to generate a report for outbound calls that will show outbound disposition: Answered and Voicemail
4 votes -
Ability to Add Holidays in Pulse Contact Center
Customer needs to be able to have the option to configure that during the holiday, they are not sent pulse alerts. Currently, it gives the option to choose HOO Business Hours but it does not consider the holiday set up on the HOO.
6 votes -
Automatic Report for users list/extension
Ability to receive an automatic report or weekly report with the information of the users such as Name, Email, and Phone numbers and it will include on the report the changes happen.
5 votes -
Schedule Adherence
Schedule adherence should not be impacted when a rep goes to break or lunch late because they were on a call. There should be a way for the system to recognize that the agent is on a call and to auto-adjust the schedule when rep goes to break/lunch so it doesn't show as being out of adherence.
2 votes -
Once Global Holiday Hours have been configured in Hours of Operation, it should reflect on all Profile Names instead of having to additi...
...onally add the same holidays in each profile.. Each year we have to update our holiday list but it should be only done in one list. A Global Holidiay Hours list was added for our go-live in Contact Center Housrs of Operation with all our holidays; therefre, we should not have to add the same redundant holidays in each of the Contact Center Holidays Profile. This is a waste of time and does not make sense. Administrators would benefit annually from this repetitive task.
6 votes -
Allow the use of a comma in the address book phone dialing
We have department address books set up for frequently dialed numbers and conference numbers for things like translator services. A few of the numbers we dial require the agent to put in a pin after an IVR plays. Currently, the agent has to manually enter the number. It would be so much easier if we could use commas in the number to put pauses in the dialing. Example: 8001234567,,,12345,,,2345
2 votes -
QS and pick-up rate with decimals
Hello. Today, when we display Quality of service or different figures in %, there is no decimal. Values are all rounded. For call and quality monitoring, we would like those figures to display those figures with 1 or 2 decimals. Such as QS : 95,10% or 95,1%This would be appreciated.
3 votes
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