Ominchannel Real Time Analytics Dashboards should not show inactive Queues
When an Omnichannel Queue has been made inactive, it should not appear on either of these real time Dashboards anymore:
- Omnichannel Ongoing Conversation Dashboard
- Omnichannel Real time Analytics
Once a queue has been made inactive, there is ...
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 ...
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
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...
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
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
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...
Active agent value should be updated in ongoing conversation dashboard for task
Ongoing conversation dashboard includes the task records and if we are updating the assigned agent from Task form, the value against active agent is not getting updated in the omnichannel ongoing dashboard.
Allow for Queue filtering on Individual dashboards that are created from Omnichannel Ongoing conversations Dashboard
When trying to create multiple new dashboards using a subset of queues (via filtering), every time the filtering changes, it uses the same filtering for all dashboards.
The Steps to reproduce unwanted behavior:
- Open the “Omnichannel Ongoing Conversations Dashboard”
STATUS DETAILSNew
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