Customer Ideas Portal

We have many activity codes that are Closed activity codes that agents select placing themselves in an unavailable status. However, we require the ability the track some of these in different manners from a scheduling and adherence perspective. In...

In order to maximize our efficiency and update our staffing levels on the fly to better serve our customers, we need to see the Service Level updated in real time in the Service Level widget at the time the call is answered rather than at the time...

In order to maximize our efficiency and update our staffing levels on the fly to better serve our customers, we require the ability to understand what agents in the Outbound Contact state are doing in real time via the Agent State dashboard. Curre...

In Schedule Manager in Nice Incontact you are only able to see staffing variances (scheduled to actual) based on color coded staffing ranges. We would prefer to see an actual numerical variance instead.

Currently, inbound calls to the Contact Center with no caller ID displays as our main company number. We would like to change this to display Blocked Call.

The HUD feature in the RingCentral app that is great for our users to see who else is available when calls have to be transferred or escalated to another support tier. Currently this feature, or something similiar, is not available in the RingCent...

It would be helpful for us to be able to track user productivity via presence. We would like for managers to get reports or have a dashboard showing presence metrics for their employees.

Instead of showing the same reactions in the reactions quick menu every, show the most recently used reactions. Either that, or make the quick menu customizable.

It would be great to have the ability to view a map of all call routing for a company in a GUI and be able to download it to an excel document to help manage call routing more efficiently.

it would be great to integrate with Zoho Campaign to do SMS.