Contact Center Workforce Software Discussions

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... Read more

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... Read more

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?... Read more

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.

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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... Read more

Some of us are unable to be heard.

Its easy to communicate between departments

Is there a specific way that we can break down the percentages of our scores?

so when I get a call there is this speaker icon at the bottom that will show the number of calls that were received once you click it it shows the number of the caller but once you try to go back to it, all the info is gone

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.

The small business that I worked with are requiring for us to submit the total calls and contacts to a certain campaigns that we are assigned to. I would be more convenient if the dashboard shows the details that we are asking for. It requires for us to download a spreadsheet to give us the... Read more

Not much is done to accelerate calls to loyal customers since prerecorded voicemail drop messages can't be deeply customized. Has it been looked into? There's an easy way to do it.

I am able to generate a report based on our customers' feedback or survey. It will show there how many surveys completed, disposed and total number of surveys sent. Please tell me more about the other features you can do using inContact.

Again, I am new to Five9, but thus far I only have a few dislikes. I will preface this by saying that I have let the team know about these things and I have been told that some of these things are currently being looked into already. 1.) I do not like how the VCC and SCC reporting is separate... Read more

While call centers are normally redistricted for only desk phones, we would like to recommend or suggest that there should be a proper application for users using other devices if they are not available at the desk, or on the go for travel. Our manager would be able to help adjust hours or... Read more

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What was the issue with UCS 9? when it will be available?

I can't find any direction on canceling the subscription. I am not intending to do, but it would've felt more secure to see that option

Ive had a very good experience

Flash support for everyone is ending very soon.

I know there is an option to have dashboards, but I would like to be able to make my own dashboard. I’m sure this is a feature, just not sure how to do this.

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We have had some possible customer that have selected other system a cause of the outbound solutions. Most of them wants: -LIFO calling lists -Agents in multiple proressive campaigns