Discussões de Speech Analytics Software

Looking for any pitfalls to avoid or features which you may have unearthed that could be beneficial to a new team on the platform. Thanks!

If I have more than one call center, can I use this platform throughout each of them individually?

blah blah

There is not log of customization that is available for the uses to see any reports or details about their logins, is there any way to check those things, listen to the calls and improve their own skills, or it has to go to the administrator.

I know that we get a percentage of how active we are on the system, but we don't see our calls taken or made except for the day off. It would just be a lot easier to see what calls were taken for those who keep track of their call quotas.

NA

Sometimes my phone doesn't ring and it looks like I'm just missing calls because the system will give me a refuse

É ótimo e gostamos muito!

Usamos a mensagem de texto e parece que é super confuso para o usuário final.

Banks are reluctant to use Genesys Cloud because the data is hosted outside the country of their premises. Instead they opt for on-prem solutions. How the Genesys plans to address this?

We want to start using the chat functionality, and before building a Bot, we need a basic menu/tree for the chat visitors to go through, effectively mirroring our voice menu/tree. I hope the chat interface will display selection options in the form of buttons (1. Sales; 2. Customer Service; 3.... Leia mais

Queria saber a experiência ou opinião das pessoas sobre o melhor VOIP Empresarial em termos de custo-benefício para uma Pequena Empresa em Expansão. Gosto da funcionalidade de Marcação, Integração com Zoho e outros. Atualmente estou usando o Jive e procurando por um melhor custo-benefício.

Sometimes I can barely hear the tone.

Can there be a search box simplifying the search of a given action for example any report or any agents name to particular. Would really like to see if we can have global search option to facilitate any sort of search on the platform. And would also like to have Nice Incontact open automatically... Leia mais

Because I am having experience that I need to log in per hour to reset my NIC MAx I would like to improve it so that we are not going to login from time to time or by staying on the browsers to check ig.

It will be a game changer, once the Nice in contact team comes up of an application readily available to mobile app users.

The easiest way to find it.

FRIENDLY TO USE

It happens so many times that movable parts of the dashboard gets messy when put on a big screen (team screen at the office). What would be the best way to setup the view?

The screen recorder that will show how the agent use the tools and the behavior of the agent during calls,

None

When I at first connected to the CXone Softphone from my home using my internet provider Hughes Net, which is satellite internet, my clients who called could not hear me. They would tell me when I talked, it sounded as if some one was rubbing paper on my part of the receiver and they could not... Leia mais

just filling this out quite honestly.

In order to listen to my QA's I heed to use a system called Silverlight. Unfortunately, it needs to be downloaded, but I don't have access to do that as a customer service agent.

I suggest you to make it as a separate executable application instead of launching it via Google Chrome or other browsers.

What is the best way to report technical issues? Could you please explain all the categories available when reporting issues and what would be the best scenario to use each one of them?

It will automatically log everyone out. many times a day. We use it for monitoring dashboards and we need to stay logged in all day. The other day it logged me out while actively using it to coach another agent on a call they had.

I had a client and then the call got disconnected. We used to have a 2 minuet window between calls to gather ourselves for the next call and do notes OR call the person back. It's been changed and I was unable to hit the button in the 45 seconds. Is there a way i'd be able to retrieve that info?... Leia mais

I am in Workforce Management here at IMS and I feel like if I really knew how to use it for more than just scheduling and monitoring agents, I could really help my management team and agents with the bigger picture.

Sometimes lazy agent do not put their notes in the disposition so it will easy to tracks those agent and be warn about it.

eqw wqedwq

I'd like to know how to take calls without using the CXone system, 2 years ago I used to just log in Incontact website and there was no need to use CXone, but now if I don't do it I am not able to work with incontact.

Is there some button I can toggle to be able to recieve fewer notification when a schedule change is submitted?

Is there any way to find out the correct number of the customer who called in? Let me know because i am not aware of such functionality. Correct me if i am wrong at some point.

We encounter some problems while using incontact and it would be nice to have a contact information for your support specialists.

I would like to get more insights on how we can get the analytical data for each of the agents who have logged into the max Agent using the reporting to see where the time is spent and based upon that help in developing or deploying the time management program. The available graphs/data now are... Leia mais

Some of us are unable to be heard.

É fácil comunicar entre departamentos

Existe uma maneira específica de podermos dividir as porcentagens de nossas pontuações?

então, quando recebo uma chamada, há esse ícone de alto-falante na parte inferior que mostrará o número de chamadas recebidas. Quando você clica nele, ele mostra o número do chamador, mas quando tenta voltar a ele, todas as informações desaparecem

As development goes on from a vendor side, we had been thinking hwo we could utilize our skills to combine Genesys and own development website / applications. Do you all have any recommendation as in customizing part while using Genesys Engage? Feel free to share your experiences.

Atualmente, usamos o painel para ver a tendência de pontuação ou contagem de contatos e essa tendência podemos ver em um gráfico de linhas. Só podemos ver os rótulos de dados quando passamos o mouse sobre o ponto de dados e, sempre que exportamos o painel criado em formato PDF, não conseguimos... Leia mais

A pequena empresa com a qual trabalhei está exigindo que enviemos o total de chamadas e contatos para certas campanhas às quais estamos designados. Seria mais conveniente se o painel mostrasse os detalhes que estamos pedindo. É necessário baixar uma planilha para nos fornecer o total de chamadas... Leia mais

As much as Talkdesk integration with Okta is straightforward it lacks user provisioning from Okta. SCIM-based would be preferred, but JIT could be a nice start.

For some reason Talkdesk does not have an online user community, which would allow TD customers to share the feedback. Also customers don't have a way to upvote on other customers feature requests. Any other modern cloud-based application should have a better way to collect customer feedback.

Talkdesk needs to introduce an unlimited calling plan. usage based billing plans are mostly legacy from cellphone carries.

As Talkdesk has a SIP-trunk with Zoom Phone (as an add-on). It does not have function to transfer the calls to a ZoomPhone internal phone number (ZoomPhone internal 5-digit extension).