Additional Timestamps in Ongoing Conversations
We need additional timestamps in ongoing conversations..
Experience today - Timestamps are displayed by groups of messages. If customer sends 5 messages, there is a timestamp on the last message. However, that group of messages could have been sent over a 2 minute, 5 minute or...
Ability to restrict Supervisor's access to specific queues
Due to security roles, we have to restrict access of users from one country to have an access to the conversations with users from other countries. Currently, supervisor can access all queues configured per countries and can access all conversations
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
Reporting on calls in queue which are callbacks vs real queuing customers
We have recently started using the direct callback feature to allow customers to request a callback, rather than sit in the queue until an agent is available.
This is working great, and is reducing our abandon rate massively.
However, we have no way of seeing ...
Color Changes
Enhancements to the ongoing conversations dashboard, color change for anything longer than a configurable amount of time.
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
Ongoing Conversation Dashboard Column Width.
In the Ongoing Conversation Dashboard, we would like the ability to adjust the column on the left pane, where the queues are listed. It is currently a fixed width, which causes the columns are the right side to be squished together, and hard to read. It needs to adjustable based on the length ...
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
Ongoing Conversation Dashboard
The ongoing conversation dashboard need more information. For example, how long has it been since the customer sent the last message. Currently, the dashboard only shows when the conversation was created.
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
Omnichannel real-time analytics should show custom presence statuses that you create.
In the agent tab in the Omnichannel real-time analytics dashboard. When you select an agent that is currently logged in and then click on 'Detailed View', it showcases the agent presence history but this history does not include the custom presence statuses that the agent has selected. For exa...
Ability to search and filter in ongoing conversation dashboard or create nearreal time transcript on customer's timeline
It would be very helpful if you could search on the columns that are in the ongoing conversations dashboard! Especially during high season with over 1000 (mostly Whatsapp) conversations, it is almost impossible to find and open a conversation. We see this problem happening when a customer reac...
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,
PM, Microsoft
Ability to rename Omnichannel dashboards
We need to rename the OOTB dashboards included with Omnichannel as the naming does not fit with our internal conventions.
- Omnichannel Historical Analytics
- Omnichannel Ongoing Conversations
Need more votes to understand if this is required. We would want to ideally have a standard name for reports that are shipped out of the box.
Add Manager column on Conversation Form
It will be great if managers could see in real-time if a customer asks for manager during a conversation with an agent. This column will be displayed at Ongoing Omnichannel Conversations Dashboard and will be named Request for Manager (boolean type) or som...
Thanks for your suggestion. Please provide further details so that we can understand your idea better.
Regards,
Product Manager, Microsoft
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,
Product Manager,
Microsoft