1

SLA KPI - Manual creation utility

Sometime the SLA tracking fails to generate in the new UI model. However there is no way to create the instance manually after the Case is created to retroactively create what the system failed to generate. Adding a manual creation route to fix these instances would be a huge benefit. Having a...

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Category: Customer Service (Routing, SLA) (63)

STATUS DETAILS
New
1

SLA - Extra time

Many companies internal processes allow 'extra time' on-top of an SLA if a specific event occurs (for instance, a customer doesn't answer the phone). The company wishes to report on this SLA as been granted extra time, but not failed. Grant customer service managers the ability to extend an SLA ...

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Category: Customer Service (Routing, SLA) (63)

STATUS DETAILS
New
2

Use template for SLA flows

It would be very helpful and time saving to enable the definition and use of template flows for SLA flows. The SLA flows of different SLAs are often exactly the same. Only reaction times or working hours vary (which are defined on the SLA, not the flow).

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Category: Customer Service (Routing, SLA) (63)

STATUS DETAILS
New
2

Allow SLA Items to be disabled/deactivated on SLA from Unified Interface

At the moment, you can create, delete and edit. However, sometimes you need to disable a particular SLA Item temporarily without having to recreate them when you need it in the future.

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Category: Customer Service (Routing, SLA) (63)

STATUS DETAILS
New
17

Timer to stop counting outside business hours

With the current setup of CS app, the SLA will include non-working hours when an agent starts working on a case and continue counting down. This however is pretty much confusing for the agent as the numbers you might get shown on the SLA vary. Instead what should be done, is, that the admin confi...

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Category: Customer Service (Routing, SLA) (63)

STATUS DETAILS
New
6

Allow selecting custom user views of entity in case routing.

When you select one case to route, the user view by default is the "Private Queue User Lookup View" this it is fine. But if you select more than one, the view by default is "User Lookup View" this allow to the user route or assign the case to an user out this queue that can be private or not. We...

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Category: Customer Service (Routing, SLA) (63)

STATUS DETAILS
Needs Votes
1

Allow select user view routing cases

When you select one case to route the user view by default is the "Private Queue User Lookup View" it is fine. But if you select more than one the view by default is "Userand want route this case

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Category: Customer Service (Routing, SLA) (63)

STATUS DETAILS
Needs Votes
1

An out of the box option to create a routing rule based on the CC field of a sender email

It would be useful to add an out of the box option to create a routing rule based on the CC field of a sender email. Some users place the email address (associated with a queue) in the CC field only, and those cases auto-create but they do not get routed to the appropriate queue because the email...

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Category: Customer Service (Routing, SLA) (63)

STATUS DETAILS
Needs Votes
4

Custom Filtered view to show enquiries that belong to Me, or My Team of Members of my Team, Or My Team

Custom Filtered view to show enquiries that belong to Me, or My Team of Members of my Team, Or My Team displaying records in a single view which would return the records for owning user and teams. The current infra only supports displaying records for owning user or Teams but not both. This is i...

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Category: Customer Service (Routing, SLA) (63)

STATUS DETAILS
Needs Votes
3

'Create PDF' function for Case entity

In D365 sales, word templates can be used to to export PDFs instead of exporting Word Documents, by clicking the 'Create PDF' or 'Email as PDF' buttons in the command bar on Sales records. Expanding this functionality to Service Records, such as Cases, would be very useful for a wide range of ...

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Category: Customer Service (Routing, SLA) (63)

STATUS DETAILS
Needs Votes