I would like to see inView be a built-in feature of CXone rather than a separate platform, but everything else is terrific. The ACD/QM reporting and the dashboards inside of CXOne are a little clunky and hard to navigate compared to the inView reports and dashboards. The inView dashboards have so many options and drilling methods, it would be great to combine that directly with CXone to be able to drill into actual contacts, which is the strength that the CXOne dashboards do have going for them.

• Workflow: There are status indicators that imply draft -> finished, but they don’t really work that way.
• Better support for the contextual hiding of content. Right now, the only filters are pro and non-pro. The user should be able to create filters to hide or not hide content.
• Can’t use a third-party link checker because MT creates dummy pages if they don’t exist for the link’s target. Instead of returning a 404, you get a bogus page and no broken link notifications. MT is coming out with a linkchecker for the MT Responsive product, which might resolve this issue.
• To be specific, the right hand rail of MT has a means of marking a doc called, “Stage,” as shown. Stages include draft, review, and final. The naïve understanding I had of them initially is that the stages related to publication, i.e., something marked “draft” would not be published until “reviewed” and then classified as “final.” This would be a wonderful workflow that mimicks, for example, Pull Requests in Git. However, Stage labels do nothing. They simply label the page with the Stage name. So, “draft” documents appear just as pages marked “final” and “obsolete.” So, I think this is a missed opportunity. I believe MT is trying to create this kind of functionality in the latest version of MT Responsive. Still, the Stage tag is a no-op.
• In addition, advanced authoring tools, such as XMetal and oXygen, enable the author to tag a sentence, paragraph, section, or chapter for the purpose of displaying/hiding that text. This is called conditional text. You can configure whether or not that conditional text appears in the document. For example, you might have an expert’s and beginner’s version of the same document. Rather than having two documents, you have one with conditional text. The beginner’s version does a lot more hand holding. For the beginner, you’d “turn on” the conditional text. For the expert, you’d “turn off” the conditional text. MT’s conditional text is limited to two tags. I believe they’re “pro” and “non-pro.” Something like that. These tags relate to the reader’s classification that’s in their MT user profile. Two tags don’t provide the granularity needed to use conditional text effectively. So, I doubt it’s used.  

The doc status is non-functional. MT would greatly benefit by providing a GitHub pull request functionality to foster draft mode and open contribution writing.

Occasionally, the system runs slow and will kick us out of Max, which then has to be restarted, and can cause issues as our call center deals with time sensitive phone calls. It is a hassle, if you are busy and caught up with something, that it will log you out.

It could improve the quality of calls.

I think that there could be improvements in the actual structuring and formatting of content, i.e., when creating topics and guides in MindTouch. Although they advertise that you can simply “copy and paste” content, I found this product to be tricky when doing this; it lacked clean formatting. There aren’t a lot of options to style the content as compared to programs like Microsoft Word (such as formatting tables, lists, etc.) and I found that often I had to settle in terms of styling the content as close to my ideals, that the product would allow.

There are times when the data does not load and you have to keep hitting refresh. More colors and different layouts should be included in the next release.

Management of the screenshots is clearly an area that can be improved. We make DAM systems ourselves, so we're used to having a greater control of these assets. Considering the sheer volume of articles and screenshots that we have, a better tool for organizing, replacing and auditing screenshots in our documentation, if done right, would be a huge improvement.

Mindtouch recommends using a hidden category or article as the placeholder for uploaded screenshots. That way users won't see them in search results, but they can be linked to visible articles. Following their advice, I created media repos for each of our products to keep them separate.

Having run with mindtouch for several years, naturally the number of screenshots and explanatory graphics has piled up, and the task of removing old screenshots and/or replacing them with new ones could use some improvement. Right now this requires a series of tasks:

1) Edit the article with the old screenshot to find its filename

2) Access the media repo and search for that filename

3) Delete or replace the screenshot file with a new one

Alternatively I could just remove the screenshot from the article, upload a new screenshot and ignore the fact that my media repo over time would grow full of obsolete screenshots. However, this would make the task of finding screenshots harder when searching the media repo later...

With lots of screenshots to be replaced when we perform a service release, this is pretty tedious work.

At FotoWare we make Digital Asset Management (DAM) systems, so we're no strangers to using metadata to quickly locate, publish, replace and/or revoke assets, such as screenshots. Although I would never expect mindtouch to build a fully fledged DAM system, some improvements to the way screenshots are added, replaced and/or revoked would be very welcome.

A second option we have considered is integrating the mindtouch editor with our own FotoWare DAM solution. That would allow us to host the screenshots on our own system and cdn and easily handle these operations ourselves without relying on mindtouch's media handling.

I have noticed that occasionally the dashboard will freeze and some things may get stuck for a while. For example, if I have a dashboard open that shows how many calls are in queue and how many are currently being handled by agents, sometimes a call that an agent is handling will get stuck on the dashboard after the agent ends the call and the dashboard will show that the call is still a live call. Our tech team has explained this to us as a ghost call. After some time (or maybe many screen refreshes) the call will go away like it has just ended. 

I was using a very old version (2010), and the user interface was bad making it difficult to perform simple tasks. However, I understand they have a cloud based system that is worth checking out and is much improved.

inContact should offer a way to send faxes.