1

Agent Voice Consult

Currently, when an agent asks for a consult to another agent there is no way for the agent receiving the consult to understand (before accepting and opening the consult) whether the consult request is via chat or via voice (adding the agent to the client call) and to understand who is asking f...

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
New
1

"Wrap Up" and "Available Since" timers

The wrap up timer that appears in the conversation panel once the call with a client is ended, does not appear quite intuitive. If the wrap up time-out is set after x min, the wrap up timer will keep on going even after the time-out has expired and the agent's capacity has been freed. In this ...

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
New
1

Sending SMS from Customer Journey

There seems to be functionality missing to enable SMS messages to be sent from customer journeys. Microsoft support suggested adding to the ideas list. Currently we use a workflow to send the message out through Twilio because there's a gap in the functionality, there should be a bulk send o...

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
New
1

Route based on key word received in SMS to allow correct automated message response or team of agents to be assigned

In many products customers can send a key word to the system to get an automated response or to access a particular team of agents. In Omnichannel there is no way to route a message based on the content of the message, the first word or phrase should be detected and allow us to route in a sim...

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
New
1

calibração de palavras em analise de sentimento do omnichannel

Como sócio da Microsoft, atendemos um cliente que é uma seguradora e por isso tem em seu vocabulário diário palavras como roubo, sinistro e colisão impactando assim no sentimento do atendimento.

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
New
1

Real-time rejection rate information by agent

Real-time dashboard views to see when an agent rejects a chat


We have rejection rate as %, but not real-time, and specific number of rejects per agent. Can't watch the team and seeing them reject...

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
New
1

Team filter for dashboards

Agent Dashboard built out with filters to view by team. Currently, we have to manually filter to each agent multiple times a day as the save feature doesn’t work

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
New
1

Chats per hour per agent

Chats per hour, by agent can be measured this with a formula, however, if an agent forgets to log out at the end of the day, and is in offline status, or if they go to “appear away” to take inbound phone calls, this will affect their overall log-in time, and ...

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
New
1

Average Concurrent Chats by Agent (by time period)

Ability to see the average concurrent chats assigned to agents over a time period. This is required to determine if we are effectively utilizing the agents.


For example, if our agents are assigned ...

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
New
1

Transcript Label

When the recording and transcript functions are deactivated in the voice workstream, the label "transcript" still appears in the conversation panel. Can it be replaced with another label?

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
New