1

Omnichannel Chat - show chat notifications for all online agents

We would like that it would be possible to get the incoming chat message popping up at all agent’s computer, and then the first one that would click accept would get the chat.


Today it works by notifying the agent that has the most capacity to take a new chat, but often our a...

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
New
1

Prioritize Queue over another Queue

It would be nice if it was possible to prioritize a Queue over another Queue.

In the old Omnichannel Administration app, queues have an attribute called "priority", however this attribute is now called "Group Number" and does not act as priority definition.

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
New
1

Possibility to hide Alert Notifications

When an item is routed to an Agent through a push work stream, an alert pops up to the Agent for him to accept, reject or open the item.

These alerts can be configured by setting up custom Notification Templates, where we can even set up the time those alerts are displayed, but the minim...

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
New
1

Different behavior to "Save & Close" button

When an Agent is logged in Omnichannel for Customer Service app and receives an item if he opens the item and after performing needed action, he presses the "Save & Close" button, the item will be "closed" and the agent will be redirected to the home page. However the item session is still ope...

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
New
1

Omnichannel Agent Role

Hi,


For some reason you have decided to close down the possibility to modify the omnichannel agent role. This role gives access on organization level to all queues. We use queues a lot in our business and they are owned by local users placed in different BU's. After this chang...

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
New
1

Automatically close conversations opened outside service hours

We'd like to have the ability to configure, in the workstream of each channel, a way to automatically close the conversations opened outside the configured service hours.

We think that having a lot of open conversations created during the night or during the weekends it's not very custom...

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
New
1

Linked in chat integration for Omnichannel

Similar to FB and Twitter, looking for integrating LinkedIn chat with omnichannel. Is there any way?

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
New
2

Add a snipping tool to the chat widget

Agents and customers can only (if enabled) attach documents to a chat.

Please add the possibility to paste a screenshot into the chat widget.

If you are not sure how to do this, you can ask the Teams team over lunch at Microsoft HQ next time you see them. They know how to allow im...

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
New
27

Inform customer about agent's unavailability after a threshold waiting time

If Customer Service agent is busy or on another tab and doesnt answer the incoming chat for 2 mins, customer should be notified that agents are not available at the moment. In this scenario agent's status on Omni Channel is available as the person is not away - a feature to inform customer tha...

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
New
3

option to download chat transcript

can we have option to download chat transcript in pdf or text format as currently there is only option for html.

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Category: Omnichannel for Customer Service (147)

STATUS DETAILS
New