21

Enable user to customize 'Conversation' entity

Enable user to customize 'Conversation' entity. There are a lot of business industry in real world, for example: automotive, banking, insurance, healthcare, etc. The problem is, on current environment, Conversation entity cannot be customized. And Agent need to check related information from sel...

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2 Comments

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
Under Review
Ideas Administrator

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!

18

Enable user to customize Omnichannel Security Roles

"Omnichannel Agent" and "Omnichannel Supervisor" security roles are read only. It is not possible to change read privileges for Activities, Queues or other entities. The security roles are configured on organization level, but we need to set read privileges to business unit level. Please enable u...

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1 Comments

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
Needs Votes
18

Ability to link conversations to leads

Currently it is only possible to link conversations to contact, account and case records. As part of our business process, we need to link conversations also to leads in order been able to migrate from our actual solution. Thanks

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2 Comments

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
Under Review
Ideas Administrator
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!
17

Enable link between agent availability and Microsoft Teams presence

The Teams Presence API is now available (at least in Beta). https://graph.microsoft.com/beta/users/{ad_user_guid}/presence Allow (by configuration option) the bi-directional flow of presence status between the Omni Channel Hub user persona and their Teams Persona. Ideally Teams should also ge...

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1 Comments

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
Needs Votes
16

Show Omnichannel Widget on Portal only if there is an active agent

At the moment it seems that the widget is available all the time unless you set your working hours. Would only want the chat widget to be shown when there is an online agent available (logged into the omnichannel customer service app)

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0 Comments

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
Completed
Ideas Administrator

Thanks for your feedback. This is a very valid suggestion and we are evaluating for future roadmap based on more customer feedback. 

16

Validation on pre-chat survey questions

Can we add something which will apply validation to the pre-chat questions? One example: If I create a pre-chat survey field called "Email" I want to be able to ensure only valid email addresses are entered by the customer. (At the moment they can key any old rubbish into this field!)

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0 Comments

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
Needs Votes
6

Dynamic Pre-chat survey with more than 5 questions

Currently one of our partners using functionality of dynamic pre-chat survey, which will change based on customer's questions. Existing functionality of omnichannel doesn't allow to do so, and we need to build custom pre-chat survey page which is not fully integrated with the chat. Having this wi...

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0 Comments

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
Needs Votes
1

Transfer button always visible

When the agent tries to transfer the call to another agent, the button "Transfer" appears only with the mouse-hover, which can be misleading and lead the agent to think he already initiated the transfer before actually clicking on "Transfer". The suggestion is to make visible the button "Trans...

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0 Comments

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
New
1

Call transfer from consult

Currently, after the agent accepts a consult request from another agent and the call is then transferred to that same agent starting from the consult, the agent receiving the transferred call does not receive a pop-up or an alert to notify him that the call with the client has been transferred...

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0 Comments

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
New
1

Voice consult to not available agents

Sometimes the agents could ask for a consult (for a client call) to another agent even if he should not be able to receive incoming calls from clients. Indeed, it would be functional to see all the agents' names in the consult tab and not only the available agents to receive a call. It would t...

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0 Comments

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
New