Reporting guru in love with available options
August 26, 2020
Reporting guru in love with available options
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
NICE inContact CXone is currently being used by our contact centre to handle all inbound and outbound calls.
- Reporting capabilities are endless
- Ability to WFH has been a game changer in today's uncertain times
- Export capabilities are fantastic
- More functionality in Dashboard widgets would be appreciated--max of 20 can be limiting.
- On Agent skills, you can remove all, but not deactivate or activate all. With over 100 skills, it is extremely time-consuming to go through each page (only 10 skills at a time) and click the selection box on each.
- In agent Supervisor, you cannot re-activate a skill that is assigned but deactivated. You can only add skills that are not assigned. The functionality to reactivate in supervisor would be helpful.
- Being on the cloud with NICE inContact allowed us to transition to WFH immediately and easily when COVID hit.
I have completely customized our setup, from team design to dashboard design, customized reporting, and skill prioritization. Having this flexibility in-house means that we can make changes re-actively, in addition, to proactively.