Reporting on calls in queue which are callbacks vs real queuing customers
We have recently started using the direct callback feature to allow customers to request a callback, rather than sit in the queue until an agent is available.
This is working great, and is reducing our abandon rate massively.
However, we have no way of seeing ...
Omnichannel real-time analytics should show custom presence statuses that you create.
In the agent tab in the Omnichannel real-time analytics dashboard. When you select an agent that is currently logged in and then click on 'Detailed View', it showcases the agent presence history but this history does not include the custom presence statuses that the agent has selected. For exa...
Ongoing conversation Dashboard Access
Ongoing conversations "light" version for all users to see, but no supervisor tools.
Color Changes
Enhancements to the ongoing conversations dashboard, color change for anything longer than a configurable amount of time.
Conversation Sessions Data
From Conversations Sessions, the sessions time stamps only have the HH:MM format. For Data analysis, these timestamps should also have the seconds HH:MM:SS
Ability to search and filter in ongoing conversation dashboard or create nearreal time transcript on customer's timeline
It would be very helpful if you could search on the columns that are in the ongoing conversations dashboard! Especially during high season with over 1000 (mostly Whatsapp) conversations, it is almost impossible to find and open a conversation. We see this problem happening when a customer reac...
OC_Regression > Omnichannel Ongoing Conversation Dashboard > Issue with selector/checkbox
Steps:
- Login to CDAX Canary using admin creds (TTT0007@hp.onmicrosoft.com) and select Omnichannel for Customer Service option
- Now go to omnichannel ongoing conversation dashboard
- now check the conversation list, by default all conversations are un-ti...
STATUS DETAILSDeclined
Provide Omnichannel agent to access Ongoing converstation dashboard by read-only
Currently, we only make Omnichannel Superviosr to aacess Omnichannel Ongoing Conversation Dashboard, however, this dashboard could make agent to understand more conversations info and be more convenient.
Could we create a new feature to make agent could read Omnichannel ongoing conversat...
Ability to rename Omnichannel dashboards
We need to rename the OOTB dashboards included with Omnichannel as the naming does not fit with our internal conventions.
- Omnichannel Historical Analytics
- Omnichannel Ongoing Conversations
Additional Timestamps in Ongoing Conversations
We need additional timestamps in ongoing conversations..
Experience today - Timestamps are displayed by groups of messages. If customer sends 5 messages, there is a timestamp on the last message. However, that group of messages could have been sent over a 2 minute, 5 minute or...