2

URL shortening for Omnichannel post-converation survey

When you use the post-conversation survey in a channel, the url is very long and ugly.

Customer voice survey already let you create a short link.

It should be possible to use this short link in the conversation.

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Category: Omnichannel for Customer Service (152)

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New
1

D365 Omnichannel Workstream Rule Set - GeoLocation - Location based Queue Mapping


we are trying to configure Omnichannel Workstream Rule Set, but looking for configure its Rules so if the chat opens in Europe, geo location service allow to map that chat session to Europe Queue, .... if the location is Asia,... the rule should route chat to Asia Queue and such.

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Category: Omnichannel for Customer Service (152)

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New
1

Ocultação de status na tela de monitoria do Omnichannel.

Um cliente solícito a parametrização da tela de chat do Omnichannel, onde seria possível o status que os operadores na tela de monitoria tinha a possibilidade de ser ocultado.

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Category: Omnichannel for Customer Service (152)

STATUS DETAILS
New
1

Quick Replies Settings - how to set that agent can only check the replies which locale are EN-US and ZH-CN

Quick replies locale default settings for agent are all languages. But I want set only en-us and ZH-CN are visible.

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Category: Omnichannel for Customer Service (152)

STATUS DETAILS
New
1

Omnichannel chat transcript changes

Hi Team,


I am using "Email transcript" option in the chat widget to send the chat transcript via email.

In the email received, the time stamps displayed in the header and in each chat message are in GMT and not with day light savings time (BST), which causes confusion fo...

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Category: Omnichannel for Customer Service (152)

STATUS DETAILS
New
1

Synchronous Call Connection

When the agent answers the call on the omnichannel, he/she still hears the hold music. The ideal scenario would be to be able to speak with the client the instant after accepting the call.

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Category: Omnichannel for Customer Service (152)

STATUS DETAILS
New
6

Call Error Notification for Failed Outbound Calls

To make the outbound call it is needed to remove the 00 (+) from the international prefix, but needed to always include the prefix (i.e. not +39 or 0039 but 39). If the call is made without the prefix, the conversation panel opens but the call does not start and the agent does not understand i...

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Category: Omnichannel for Customer Service (152)

STATUS DETAILS
New
2

Track agent script usage

Need a way to track the usage of agent script:

1) Need information including: country, supervisor, agent, week, day, time, usage number,

2) Assign agent script with more than one language (currently can only assign one language to the agent)




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Category: Omnichannel for Customer Service (152)

STATUS DETAILS
New
2

Save Facebook chat History

When using Facebook as a channel we encounter problems with the customer being able to see chat history, but the agents are not. Often the customer gives slow answers on Facebook and due to that inactivity agents will close that chat. After a few hours the cu...

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Category: Omnichannel for Customer Service (152)

STATUS DETAILS
New
2

need the chatbot options to be displayed vertically

Current behavior:


-> currently the chat Bot options are displaying horizontally.


Feature request:


-> User would like to have an option to make the chatbot options to be displayed vertically so that user can be able to see all the available opt...

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Category: Omnichannel for Customer Service (152)

STATUS DETAILS
New