1

Chats per hour per agent

Chats per hour, by agent can be measured this with a formula, however, if an agent forgets to log out at the end of the day, and is in offline status, or if they go to “appear away” to take inbound phone calls, this will affect their overall log-in time, and ...

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
New
1

Average Concurrent Chats by Agent (by time period)

Ability to see the average concurrent chats assigned to agents over a time period. This is required to determine if we are effectively utilizing the agents.


For example, if our agents are assigned ...

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
New
1

Transcript Label

When the recording and transcript functions are deactivated in the voice workstream, the label "transcript" still appears in the conversation panel. Can it be replaced with another label?

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
New
1

Omnichannel Chat - show chat notifications for all online agents

We would like that it would be possible to get the incoming chat message popping up at all agent’s computer, and then the first one that would click accept would get the chat.


Today it works by notifying the agent that has the most capacity to take a new chat, but often our a...

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
New
1

Prioritize Queue over another Queue

It would be nice if it was possible to prioritize a Queue over another Queue.

In the old Omnichannel Administration app, queues have an attribute called "priority", however this attribute is now called "Group Number" and does not act as priority definition.

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
New
1

Possibility to hide Alert Notifications

When an item is routed to an Agent through a push work stream, an alert pops up to the Agent for him to accept, reject or open the item.

These alerts can be configured by setting up custom Notification Templates, where we can even set up the time those alerts are displayed, but the minim...

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
New
1

Different behavior to "Save & Close" button

When an Agent is logged in Omnichannel for Customer Service app and receives an item if he opens the item and after performing needed action, he presses the "Save & Close" button, the item will be "closed" and the agent will be redirected to the home page. However the item session is still ope...

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
New
1

Omnichannel Agent Role

Hi,


For some reason you have decided to close down the possibility to modify the omnichannel agent role. This role gives access on organization level to all queues. We use queues a lot in our business and they are owned by local users placed in different BU's. After this chang...

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
New
1

Automatically close conversations opened outside service hours

We'd like to have the ability to configure, in the workstream of each channel, a way to automatically close the conversations opened outside the configured service hours.

We think that having a lot of open conversations created during the night or during the weekends it's not very custom...

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
New
1

Linked in chat integration for Omnichannel

Similar to FB and Twitter, looking for integrating LinkedIn chat with omnichannel. Is there any way?

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Category: Omnichannel for Customer Service (145)

STATUS DETAILS
New