Reports that work and call forecasting that actually means something
October 07, 2020
Reports that work and call forecasting that actually means something

Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with NICE inContact CXone
We use NICE inContact CXone in all of our customer support departments across the company as well as in two of our subsidiaries. In the US alone, we have over 100 users, and we have several others in Latin America, Canada, and across Europe.
We use it for our workforce management for our customer support and contact centers. this includes agent management, scheduling, and staffing/call demand forecasting, Digital First Omnichannel access, as well as our IVR and phone system.
We use NICE inContact CXone a lot in our metrics and reporting. We have individual daily reports for agents as well as agent weekly reports. We also use it for a broad spectrum of reporting for our call data, agent data, agent quality/call quality reporting, and other uses. it has been key in our growth and the visibility it offers in real-time is great for our needs.
We use it for our workforce management for our customer support and contact centers. this includes agent management, scheduling, and staffing/call demand forecasting, Digital First Omnichannel access, as well as our IVR and phone system.
We use NICE inContact CXone a lot in our metrics and reporting. We have individual daily reports for agents as well as agent weekly reports. We also use it for a broad spectrum of reporting for our call data, agent data, agent quality/call quality reporting, and other uses. it has been key in our growth and the visibility it offers in real-time is great for our needs.
- Call demand forecasting
- Agent scheduling tools, allowing agents to view their schedule and time off
- Reporting, including custom reports and mass data reports
- Personalized agent ranking for shift bidding process.
- Scheduling a Saturday rotation--custom rotation schedules that are not manual
- Improved and consistently updated tutorial videos
- Increased agent visibility and ability to change call skills when needed
- Increased control on call priorities
- Increased visibility for our agents to view call demands, queues, and stats (wallboards)
Custom reports are a great tool. We are creating custom reports daily, and it has allowed us to identify additional areas of improvement or breakdown our KPIs into more specific goals.
We have enjoyed using the custom quality plans and forecasting based on our needs and on different scenarios. The forecasting allows us to run several if/then scenarios for staffing.
We have enjoyed using the custom quality plans and forecasting based on our needs and on different scenarios. The forecasting allows us to run several if/then scenarios for staffing.
Not Sure