Cancelled Cases reactivation doesn't reactivate queue item
When a case is being cancelled and it does get reactivated, e.g. by an email sent from the customer, the case gets reactivated, however the queue item doesn’t. So the agent may see the case in one of his cases list views, but it won’t show up anymore in any of the queues. There is a workaround th...
Routing multiple queue items to private queue members
At present, when a single queue item of a private queue is to be routed to a user, the system shows the 'Private Queue User Lookup View' as a default lookup view which shows a filtered list of users belonging to that private queue only.
IDEA: Similar to this behavior mentione...
You can make use of default views for routing dialogs to achieve the expected behaviour. Please refer to this documentation to know more - Link
Thanks
Ability to set a default queue lookup view
Currently: When a user routes a queue item/case, using the "route queued item" function, the default queue lookup view is set to Business Queues. This queue lookup view does not include all active queues and it includes inactive queues which creates a risk of users routing queue items to inact...
Hello,
This capability has been made available to optimize agent efficiency. You can set up custom views that contain a filtered list of queues. Please refer this documentation for more details - Set up default views for routing dialogs
Thanks,
Prathmesh Todakar
Product Manager, Microsoft.
Working with Custom Automated Messages
In recent changes with Workstream, the “Fallback Queue” is mandatory. The system allows to set up of Live agent working hours as part of the messaging queue. Still, as the fallback queue is compulsory, the chat escalation gets transferred to the fallback queue, and the automated message for “O...
Thanks for your idea. The fallback queue is used to capture work items in case of incorrect configurations or routing errors. Hence operation hours configurations are ignored when a work item is routed to the fallback queue. If, after escalation, a work item is routed to any queue using route-to-queue rules, we honour operation hours and send an automated message to the customer. Hope this will be helpful!
Thanks,
PM Microsoft
Reroute chat after certain time limit if none of the users are available in specific queue
There are many queues based on team to perform certain action. When chat comes in for a specific prechat topic and all users inside that queue are busy or off, user has to wait. can we have some time limit after 5min or 10min the chat can reroute to General queue or something. This way chat initi...
Thanks for your suggestion. We plan to introduce an overflow management capability that will help you transfer work items across queues in case they wait longer.
Thanks,
PM, Microsoft
Ability to Transfer Call by rule or overflow based on Conversation Wait time (Not Queue Avg)
Hi!
We found the need for a trigger on overflow rules based on the conversation wait time critical!
None of the current overflow rules apply to the support use cases.
With this ability we could be transfering the conversation to a queue where a bot can a...
Thanks for your suggestion! We are reviewing this ask and will soon share an update on the release plan
Thanks,
PM, Microsoft
Pick Case
Current behavior: 1. Whenever a user is in a queue view, they work with “Cases available to work on” view. 2. Now, when I pick this case, as expected it goes away from this view and I can then see the case in “Cases I am working on view”. 3. This is not very efficient, because a user has to k...
This item is currently under review by our product management team. Please continue to add comments and discuss use cases on this thread to help us understand your needs!
Regards,
PM, Microsof
Multiple selected Queue Item cannot be route to User/Team and can only be assigned to Queue (with field locked).
- In ‘All emails / cases in Queue’ view, when select one Queue Item and click on ‘Route’ , the pop up shows ‘Route To’ option to select either ‘Queue’ or ‘User / Team’. But when select multiple Queue Item the pop up shows ‘Route...
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.
Sincerely
Shruti
PM, Microsoft
Allow select user view routing cases
When you select one case to route the user view by default is the "Private Queue User Lookup View" it is fine. But if you select more than one the view by default is "Userand want route this case
Thanks for your suggestion.
Please provide further details so that we can understand your idea better
Regards,
PM, Microsoft
Legacy Advanced Find cannot select Queue items by type letters on keyboard.
Dear team,
Hope you are well!
We have the Queue items dropdown list that named "Queues I'm a member of", sorry, I can't upload picture here. But the problem is users won't be able to type any letter on the keyboard to search the Queue item they looked for, and...
Administrator
Thanks for your suggestion.
We are currently reviewing it. We will share an update once this is planned.
Regards,
PM, Microsoft