Omnichannel Agent Dashboard - keep selected filtering options
By default the open work items on the Omnichannel Agent Dashboard are sorted by "modified on" in descending order". Even if I'm selecting "in ascending order (oldest conversation first)", the sort has automatically changed to "in descending order" when I go back to the Dashboard. It should be pos...
Open Work Item Dashboard Filtering
We need additional Filtering Items on the Open Work Items Dashboard. This is applicable across all channels in Omnichannel, messaging, live chat, particularly in the Pick mode.
Need more options to organize and view Open Work Items view:
- Ability to Choose how many...
STATUS DETAILSNeeds Votes
Thank you for your feedback. Currently this is not in our roadmap; however, we are tracking it and if we get more feedback and votes, we may consider it in the future.
Regards,
Product Manager, Microsoft
Service Level On Omnichannel Historical
The live chat service level KPI measures the percentage of chat interactions handled within a predefined threshold (i.e 60 secs). Including this KPI in the historical dashboard will align with our need for comprehensive performance analytics and support our overall business objectives.
Administrator
Thank you for your feedback.
Currently this is not in our roadmap; however, we are tracking it and if we get more feedback and votes, we may consider it in the future.
Regards,
Naman Agrawal
Product Manager, Microsoft