Re-use existing USD session when transfering a chat after a consult chat.
Scenario:
1. Agent 1 receives a chat from a customer. A USD session is opened.
2. Agent 1 wants to ask a colleague for advice, starts a consult for this chat.
3. Agent 2 receives a consult request, upon accepting, this opens a USD session.
4. After cons...
Unified Service Desk - Prevent "X" out.
In Unified Service Desk we have actions like SessionCloseRequested that are commonly used to validate the content of a session before the user closes it.
The problem is if the user opts to "x-out" of USD, it closes immediately without any events being triggered. Meaning all open session...
Closing this Idea as haven't heard this feedback recently. We have fixed partial problem and today one can show confirmation dialog on lose of USD
Enable https connection to open USD
To deploy Voice CTI Integration in CRM Environment using Avaya Workspaces and Unified service Desk we need to use URL with https and not with http... http://localhost:5000/?phonenumber=31653563962 The above URL works fine with http and with https it gives error "Connection to the site is not sec...
Thanks for the idea. There are no new feature investments on USD and we recommend existing customers to plan to migrate to Customer Service Workspace (CSW) app, which is a web based app with OC and unified routing supported. Our future roadmap and investments are targeted at CSW afor all agent/supervisor experience specific to Customer Service. For any questions, feel free to reach out to Fast Trach or Customer Success teams.
Integrated Case Management in Dynamics 365 platform
As many customers are using the entire D365 platform, an Integrated Case Management solution is required that spans across Dynamics 365. The current D365 FO Case management is perfect to associate D365 FO records and that is still highly required and we use it for Returns processes (RMA), Finance...
Thanks for the idea. There are no new feature investments on USD and we recommend existing customers to plan to migrate to Customer Service Workspace (CSW) app, which is a web based app with OC and unified routing supported. Our future roadmap and investments are targeted at CSW for all agent/supervisor experiences specific to Customer Service. For any questions, feel free to reach out to Fast Trach or Customer Success teams.
Ability to start Unified Service Desk for Microsoft Dynamics 365 after changing credentials
On Unified Service Desk for Microsoft Dynamics 365, change credential and sign in with different user in same tenant. Then Unified Service DESK does not start. This behavior is inconvenient. It would be much better if Unified Service DESK starts with no problem after changing user.
Thanks for the idea. There are no new feature investments on USD and we recommend existing customers to plan to migrate to Customer Service Workspace (CSW) app, which is a web based app with OC and unified routing supported OOB. Our future roadmap and investments are targeted at CSW for all agent/supervisor experiences specific to Customer Service. For any questions, feel free to reach out to Fast Trach or Customer Success teams.
Skype integration
Hi,
would be good for business ,if USD integrate with Skype as CTI provider?
This will help Microsoft stack business customers.
Thanks
Thanks for the idea. There are no new feature investments on USD and we recommend existing customers to plan to migrate to Customer Service Workspace (CSW) app, which is a web based app with OC and unified routing supported. Our future roadmap and investments are targeted at CSW for all agent/supervisor experiences specific to Customer Service. For any questions, feel free to reach out to Fast Trach or Customer Success teams.
CSW also supports MS Teams integration for collaborative experience.
Unified Service Desk Component Type Timeline Control
Have a hosted control type to host the timeline control in a standalone window. So we can have the Timeline control i.e. in the LeftPanel and the Customer Details in the MainArea with a USD Session. If we have a TimelineControl hosted control type, we are no longer limited to put the timeline co...
Thanks for the idea. There are no new feature investments on USD and we recommend existing customers to plan to migrate to Customer Service Workspace (CSW) app, which is a web based app with OC and unified routing supported. Our future roadmap and investments are targeted at CSW for all agent/supervisor experiences specific to Customer Service. For any questions, feel free to reach out to Fast Trach or Customer Success teams.
Export to Excel functionality for USD Debugger
Hi
It would be nice if you can provide the "Export to Excel/CSV" functionality for the Debugger's Action Calls grid. It helps developers/customizers to easily filter the events/action calls and sub action calls etc if we have to debug some thing. Right now, If 2 events are running para...
Thanks for the idea. There are no new feature investments on USD and we recommend existing customers to plan to migrate to Customer Service Workspace (CSW) app, which is a web based app with OC and unified routing supported. Our future roadmap and investments are targeted at CSW for all agent/supervisor experiences specific to Customer Service. For any questions, feel free to reach out to Fast Trach or Customer Success teams.
Enable USD to pop up on the windows screen in the forefront when a call come in
When a phone call comes in via RingCentral and it triggers USD to pop with the customer record and the new phone call form, it would be fantastic if USD would open in the windows forefront so the agent can easily see USD instead of having to find the app and bring it forward themselves.
...
Thanks for the idea. There are no new feature investments on USD and we recommend existing customers to plan to migrate to Customer Service Workspace (CSW) app, which is a web based app with OC and unified routing supported. Our future roadmap and investments are targeted at CSW for all agent/supervisor experiences specific to Customer Service. For any questions, feel free to reach out to Fast Trach or Customer Success teams.
Opening attachments in USD
After upgrading to USD 4.1 and using Chrome process, the behavior of opening attachements acts differently than how it did in IE process. In IE process you were able to have the ability to either directly open the download or save to a file location. With Chrome process, the user now doesn't ha...
Thanks for the idea. There are no new feature investments on USD and we recommend existing customers to plan to migrate to Customer Service Workspace (CSW) app, which is a web based app with OC and unified routing supported. Our future roadmap and investments are targeted at CSW for all agent/supervisor experiences specific to Customer Service. For any questions, feel free to reach out to Fast Trach or Customer Success teams.
Administrator
We are not investing to enhance functionality into USD and is on its way to deprecation soon in the future. Request to share this idea under Omnichannel consult category in CSW (Custommer Service Workspace) app.