Seamless Zoho Mail to Google Workspace Migration for Enhanced Productivity
Migrating from Zoho Mail to Google Workspace offers businesses a powerful opportunity to enhance collaboration, communication, and productivity. While Zoho Mail provides reliable email hosting, Google Workspace goes beyond email, offering integrated tools like Gmail, Google Drive, Docs, Sheets...
To avoid any service downtime, we will temporarily migrate to a different environment without changing the production environment’s URL.
Currently, there is no feature that allows migrating environments without changing the production environment’s URL to prevent any service or operational downtime. Adding this feature would greatly enhance convenience for users.
Allow Admins to Set Operation Calendar Precedence
We would like to propose an Override Precedence Structure for Operational Calendars.
This would allow an admin to choose the precedence for Operational calendars between Workstream and Queue.
Use Case Scenario: We have two Queues tied to one Workstream that close before ...
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Increasing the Queue Assignment Limit in User Management & Introducing Queue Profiles
When assigning queues to agents in User Management > Enhanced User, it is possible to select multiple users and update their queue assignments. However, there is a significant limitation: currently, only 5 queues can be assigned at a time.
Th...
Custom Time Configuration in Block Capacity
In Dynamics 365 Contact Center, within the work stream settings, when defining the Block Capacity Time, the “Custom Time” option currently only allows values in minutes. We request an enhancement to enable setting Custom Time in seconds instead of just minutes...
Standardize JSON Format for Customer Service Calendar Entity
Currently, some Customer Service Calendars contain only one calendar_calendar_rules, while others have multiple rules. When all working hours are the same during the creation of a Customer Service Calendar, only one calendar_calendar_rules is generated. However, if wo...
The Calendar entity returns values in different JSON format for different Calendars
Some Customer service calendar Calendars have only one "calendar_calendar_rules" and some record have multiple "calendar_calendar_rules". If all working hours are the same when creating the Customer service calendar, then there will only be one “calendar_calendar_rules”. Now if we modify the w...
Recording ratio
According to EU GDPR regulations, contact centers are required to record a maximum of 30% of calls but currently, 100% of calls are being recorded. There is no mechanism in place to monitor or enforce this compliance.
It would be necessary to have the ability to adjust this recording rat...
How to identify the call is transferred with attribute in the data interaction object?
How to identify the call is transferred with attribute in the data interaction object.
Please suggest if any other solution how to identify the call is transferred.