Information on the change in agent status
I would like a field or a table to be added that indicates when the agent's status is changed automatically by the system or when it is the agent themselves who changes it manually.
Obtain information on the call out of working hours
I would like a field to be inserted that indicates when a call received in the CRM ismade by the customer during working hours or outside of working hours. Additionally, for those made outside of working hours, I would like to know if the call was made dur...
Omni channel historical and real-time reports: support date format in UK
It seems that currently the BI dashboard is fetching the locale format based on languages. However, this could cause UK customers to see the same format as the US customers, which cause confusions.
We should support the date format in the UK.
Provide an out-of-the-box report to analyze conversation end-to-end
Since we moved to DCCP, supervisors and team leads struggle to answer the question "what happened with this call".
This is a normal scenario when a customer complains he called and nobody answer, or that he waited unusual time.
In our previous contact center, there was a...
Callers who drop off after leaving a voicemail are counted as abandoned calls in Realtime dashboard.
When a Caller is offered Voicemail and leaves a voicemail they are counted as abandoned and add to the Abandoned Rate in the Omnichannel real-time analytics dashboard. Callers who leave a voicemail are not going to stay on the line they will drop off and wait for a call-back from someone answe...
Customer Service historical analytics - Topic clustering for case
In the settings of 'Topic clustering for case' and data mapping there's a possibility to choose between a lot of fields under "Brief summary of the customer issue". Case title is default, and various different fields can be chosen, many of them custom fields.
I would like to use the t...
Display out of the box PVA topics in omnichannel historical dashboard
Currently the omnichannel historical dashboard only show details and insights for custom power virtual agent topics only
it helpful to have the out of the box (system topics) also appear.
This will help with customer requirement.
Please add a sentence about pop-ups to the Power BI parameter update documentation.
We are aware of an event in the Power BI workspace where a parameter update failed due to a popup blocking setting.
It took us a long time to remedy the problem because the public information did not mention that the pop-up blocking settings prevented the updating of parameter values.
Please add a sentence about pop-ups to the Power BI parameter update documentation.
We have confirmed that the popup blocking setting is the cause of an event in which userprincipalname() cannot be retrieved correctly in the PowerBI workspace.
It took us some time to remedy the problem because the...
Show duration for current agent status in Real-Time Omnichannel Report
Add a measure to Omnichannel Realtime report should allow show calculated “duration” for current status based on "Status Since" and current time in Agent report. This allows supervisors to monitor offline activity times for agents 9e.g. when on Lunch, break etc.)