2

Omnichannel Agent can not recognize the different contact by phone number

When Omnichanel agent receives a request from a client, if the client has the same phone number which already exists in the CRM system, the contact will be matched the existing client which is not exactly the new client, especially the client from different countries.


Customer...

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
New
1

Custom app possibilities for Omnichannel for Customer Service

Going through the classic create new app and using Omnichannel for customer service as existing solution does not work. It fails to incorporate channel integration and hence the mulitsession experience, presence, application tabs and all other features are missing.


The impact...

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
New
1

Ongoing Conversation Dashboard

The ongoing conversation dashboard need more information. For example, how long has it been since the customer sent the last message. Currently, the dashboard only shows when the conversation was created.

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
New
1

APIs to Conversation

Would be so usefull if we had APIs to manipulate conversations. For example: Transfer a Conversation to another queue or agent, end conversation, assign conversation to someone or change the status conversation. So, we can customize automations by flow

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
New
1

Alert to save changes on a session only when saving is needed

When the user wants to close a session, he receives an alert saying that all the changes that are not saved will be lost, even when there is no saving needed as the user did not add/change any information or when he had already saved everything. It would be better if this alert was removed whe...

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
New
3

Agent Can Back to the Conversation and Send Message to Customer

Currently after the end the conversation between agent and client, the agent can not back to the conversation and send the message to the customer again, this feature requests the scenario that if the agent found some useful information later and want to send them back to the previous conversa...

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
New
4

Omni Channel client cannot end conversation in teams con

When using the omnichannel with teams channel, the client can not end the conversation, customer wants to know how the can client end conversation.  The customer's company has the policy that the Omichannel agent should respond the client ASAP. But they also has the policy that the agent shoul...

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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
New
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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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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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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Category: Omnichannel for Customer Service (137)

STATUS DETAILS
New