806 results found
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Can we add a condition in the Real-Time Agent widget that moves the agent to the top when a rule is violated
Can we add a condition in the Real-Time Agent widget that moves the agent to the top when a rule is violated
1 vote -
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 -
please stop the " please continue to hold" line its making my ear bleed and im going sick cuz of it stop it or ill stop using this dialer f
please stop the " please continue to hold" line its making my ear bleed and im going sick cuz of it stop it or ill stop using this dialer f
1 vote -
Restrict Access For RC Desktop App Contacts Favorite
By default, all users have access to adding favorite contacts. However, when a customer unchecks the "Include User in Company Directory" option under user details, the name disappears from the company contacts. Users still retain access to adding favorites. The customer's request is to implement admin-controlled access, allowing administrators to determine which users have the ability to add favorites.
1 vote -
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:
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4 votes -
option to block CNAM
Option to block Caller ID Name (CNAM)
9 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 -
desk phone label name
Add the ability to change the display label name of the desk phone itself on the admin portal so that admins don't need to go to the GUI of the desk phone.
5 votes -
Supervisor View, Show Agent Unavailable State
In Supervisor > Live Monitoring, you can observe and click on various Skills. Doing so brings up a sidebar to show agents assigned/inactive on that skill. The agent listing there goes through the agent name, their proficiency, and time in state - but does not identify what state the agent is in. There is an icon for Available, Logged Out, Working and Unavailable - but there are various Unavailable states, including ACW. Being able to see from this view which Unavailable State alongside the time would make skill management easier, as presently, the supervisor needs to move to the Agent…
1 vote -
Adding a signature to the replies to emails in Ring.
We need a way to auto add a signature to email replied in Ring. Cureently we have to copy and paste our signature to each email.
1 vote -
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 -
I would love if there was a sound notification for a call in queue. If Im not on that screen, I miss calls in que
I often work on multiple screens. So, sometimes I miss calls in queue because I am on a different screen. If it could ring when theres a call in queue or other sound notification that would be great!
1 vote -
Route customer replies to a digital email interaction to the agent that replied to the original message.
When an agent replies to a contact center email and dispositions the message it closes out the interaction, if the recipient replies with follow up questions the contact center creates a new interaction that would queue to another available agent. If there was a setting that allowed replies to route to the original agent that replied to the initial email it would allow the sender to correspond with a single agent start to finish which in the event of troubleshooting or a customer service issue leads to increased customer satisfaction with the service received.
1 vote -
Give the option to remove RNA
Create the option to have technicians remain available after a missed phone call.
2 votes -
Include a button for quick hang up disposition to reduce disposition times
Include a button for "quick hang up" just like the buttons for "do not call" and "Answering" disposition, this will allow to reduce disposition times in campaigns that have a high rate of hang ups before informing the purpose of the call.
2 votes -
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 -
Ability to remove dispositions from skills in bulk
Recently, I was tasked with finding and removing 4 call dispositions from 63 individual skills. These had to be filtered manually on each call skill then removed (thankfully I could remove all 4 from each skill I interacted with in one go). This took me some 4hrs to complete between issues with navigation, filtering and a few instances of not saving so having to repeat the steps. The loading time between pages of dispositions was also a major factor.
This is terribly inefficient and rather counter intuitive as I can see the skills a disposition is assigned to but cannot…
1 vote -
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
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