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