11

Omnichannel Voice - Support coversations with no caller ID

Currently, callers with no/withheld caller ID will have their calls terminated, they are unable to be serviced by Omnichannel Voice.


Please add support for conversations where the caller ID is not present.


SR: 2211070050002667

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Category: Omnichannel for Customer Service (187)

STATUS DETAILS
New
3

Automatically open assigned chat sessions to the session pane

CURRENTLY: We automatically assign chats to agents, and the agent is required to click "Open" on the chat notification in order for the chat session to open on the session pane. If the agent does not click open within the given chat notification timer, the chat session is auto...

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Category: Omnichannel for Customer Service (187)

STATUS DETAILS
New
2

Chat widget - Ability to customise pre chat survey intro text from "Please answer below questions."

Currently, after enabling pre-chat survey questions this adds the text "Please answer below questions." at the top of the chat widget.


There is no way to change or customise this text. The ability to do so would be welcome, the default text "Please answer below questions." is ...

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1 Comments

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Category: Omnichannel for Customer Service (187)

STATUS DETAILS
New
1

Reconsider the overlay/loading screen "Preparing to receive notifications, getting presences ready"

Every time a user accesses the app, after a brief delay (usually just about as they are going to click a UI element) they are presented with a jarring overlay loading screen which can not be bypassed or minimised saying "Preparing to receive notifications, getting presences ready, etc".

...

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Category: Omnichannel for Customer Service (187)

STATUS DETAILS
New
1

DocTranslator in Hebrew and Latvin

The DocTranslator feature of OC does not have the ability to translate from Hebrew and Latvian to English. Need the tool to be able to complete the translations in Hebrew and Latvian to English to support our Customer Service agents. Thanks.

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Category: Omnichannel for Customer Service (187)

STATUS DETAILS
New
5

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...

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Category: Omnichannel for Customer Service (187)

STATUS DETAILS
Under Review
1

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: 

2

Ongoing Conversation Dashboard Column Width

In the Ongoing Conversation Dashboard, we would like the ability to adjust the column on the left pane, where the queues are listed. It is currently a fixed width, which causes the columns are the right side to be squished together, and hard to read. It needs to adjustable based on the length ...

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Category: Omnichannel for Customer Service (187)

STATUS DETAILS
Under Review
2

Real Time Transcript

We need the ability for a transcript to be generated while a conversation is still open or in waiting status. Currently, the transcript is not generated until a conversation is closed. Since a social media conversation can be open for days or even weeks, this means the transcript could not be ...

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Category: Omnichannel for Customer Service (187)

STATUS DETAILS
Under Review
1

Please adjust the position where the prompt message pops up when getting Price

At present, when getting price successfully, a message will pop up in the upper right corner.

But when the message appeared in the upper right corner, some key information on the page was blocked.


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Category: Omnichannel for Customer Service (187)

STATUS DETAILS
New