Agent Issues

The agent application includes a feedback feature for agents to submit reports of unexpected behavior they've encountered with the the agent application or the phone line. The feedback agents submit appears in the agent issues table for a supervisor or manager to review.

From the agent issues screen, you can view and archive submitted agent feedback, and you can export it into a file. In some cases, details provided in the feedback are helpful for troubleshooting incidents. You can use the feedback to submit incidents to NICE CXone Technical Support, who may request additional information to investigate an incident. Submitted feedback is not actively monitored or reviewed by NICE CXone unless the Technical Support team is actively troubleshooting a formal incident.