Omnichannel Agent Dashboard - keep selected filtering options
By default the open work items on the Omnichannel Agent Dashboard are sorted by "modified on" in descending order". Even if I'm selecting "in ascending order (oldest conversation first)", the sort has automatically changed to "in descending order" when I go back to the Dashboard. It should be pos...
Omnichannel Agent Dashboard - additional information on the conversation header
By default the conversation header of an entity record (case) shows the WQ, the work stream, the "case subjet", the date when the item was picked and the conversation "status reason". It would be nice to be able to provide more information on the header such as "case number" and "customer".
The number of fields displayed in the Conversation header is fixed at 4. One option is to remove one of the existing fields from the Conversation header/ move it to the Details or Footer section and add Customer field. It is possible today to add Case Title as well but not Case number.
Our product management team is reviewing these suggestions.
Please continue to add comments and discuss use cases on this thread to help us understand your needs.
Ability to search from Omni-Channel Agent Dashboard
There is no way to search within the open work items stream on the Omni-Channel Agent Dashboard. The filtering options don't actually do anything currently. The customer field is blank on all our ongoing conversation records so there is no actual way to search for a specific case/customer in that...
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
Open Work Item Dashboard Filtering
We need additional Filtering Items on the Open Work Items Dashboard. This is applicable across all channels in Omnichannel, messaging, live chat, particularly in the Pick mode.
Need more options to organize and view Open Work Items view:
- Ability to Choose how many...
STATUS DETAILSNeeds Votes
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
Colored Conversation blocks
Based on the customer wait time, the conversation block on the conversation pane change color to Green (less than 3 Mins), Yellow (greater than 3 mins & less than 6 Mins) and Orange (greater than 6 mins)
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
Team filter for dashboards
Agent Dashboard built out with filters to view by team. Currently, we have to manually filter to each agent multiple times a day as the save feature doesn’t work
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
Agent Dashboard - Open work items - Open record to view or even better ability to add actions
Hi Omnichannel team, Currently, the only action users can do on an open work item in the Agent Dashboard (Open work items list) is to Assign To Me. Multiple users have mentioned that they would like to first Open the record to see if they can work on it or not. It would be good if users can Op...
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,
Naman Agrawal
Product Manager,
Microsoft
Pick from pick workstreams over my Capacity
I'd like a setting that makes it possible to pick from a pick workstream even though my capacity is reached. There could be several situations where I for some reason have some time over and can do a quick case/other conversation type but for now the system blocks me and tells me that my capaci...
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 call transfers to Teams call queues and auto attendants by selecting a contact
As per the current application behavior, when an agent wants to transfer a call to a Teams call queue or auto attendant, the agent is able to look up either one of those contacts but unable to transfer a call to one of a Teams call queue or auto attendant. Instead they have to manually enter a...
Alter product behavior to avoid duplicate Dashboards display upon log-in
Our Agents network wide see a duplicate Dashboard (two identical tabs) upon first log-in. Microsoft confirmed that this is a product behavior to display two tabs when the user has "Omnichannel Supervisor" or "Williams-Sonoma Supervisor" role. There is no customization to prevent the duplicate...
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
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,
Naman Agrawal
Product Manager, Microsoft