NiCE CXone Mpower Discussions

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.

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.