anonymous caller condition
We want anonymous callers, callers whose number isn't known or can't be seen, to not get a call back option and instead have their own queue that gets routed to that only includes voicemail.
As is, we cannot access the fields required to set an anonymous call...
Session and Notification behavior inherited from Queue rather than Workstream
We are using Customer Voice via Omnichannel and have discovered that because the Session Templates and Notification behavior are set via the Workstream, that when we have to transfer a call to another internal department the team who receive the transfer experience the wrong call behavior.
...Bulk run Ondemand workflow on QueueItem entity
Issue starting after upgrading the Onpremise version : 9.1. we have the same issue with Online version.
Repro :
Queue> Queue Item I am working on > select one of type(type can be task,case, email and many more) > on top flow > select workflow (ondemand workfl...
Legacy Advanced Find cannot select Queue items by type letters on keyboard.
Dear team,
Hope you are well!
We have the Queue items dropdown list that named "Queues I'm a member of", sorry, I can't upload picture here. But the problem is users won't be able to type any letter on the keyboard to search the Queue item they looked for, and...
Suggesting a Feature: Introduce 'Preview State' for Newly Configured Rules
Configuring new rules in a preview state would provide us with the ability to simulate a case scenario and assess the resulting routing outcome. This feature empowers the configuration team to gain confidence in the changes before they are published.
Enhancement Suggestion: Enable Export of Rules Workflow to PDF
As we configure multiple route-to-queue rules with various conditions, maintaining and sharing the current ruleset with the business becomes challenging. It would be beneficial if there was an option to export the rules workflow in PDF format. This feature would enhance the ease of maintenance...
Feature Suggestion: Introduce 'Deactivate' Option for Routing to Queue
I have noticed that there are only 'create' and 'delete' options for routing to a queue. I couldn't find a 'deactivate' option. It would be beneficial to have a 'deactivate' feature, allowing us to configure rules in a deactivated state and activate them as needed. This would provide greater f...
Ability to Transfer Call by rule or overflow based on Conversation Wait time (Not Queue Avg)
Hi!
We found the need for a trigger on overflow rules based on the conversation wait time critical!
None of the current overflow rules apply to the support use cases.
With this ability we could be transfering the conversation to a queue where a bot can a...
Routing multiple queue items to private queue members
At present, when a single queue item of a private queue is to be routed to a user, the system shows the 'Private Queue User Lookup View' as a default lookup view which shows a filtered list of users belonging to that private queue only.
IDEA: Similar to this behavior mentione...
Ability to push a work item directly to agent inbox without prompting the agent to accept/Reject
This needs to be configurable so that business had a choice to enable/disable the push setting for accept/reject.