1

Un-interrupted Activity Tracking

Please update activity tracking so that is does not stop when I go to another browser window. Right now the time tracker only works when I'm in Dynamics, but often, I need to go outside of dynamics (into excel or building a presentation) while I'm working on customer deliverables. It's really ...

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Category: Customer Service Workspace (17)

STATUS DETAILS
New
1

Switching between the multi-session tabs should call OnLoad JavaScript event

While working in a Multi Session App, if you are using a custom JavaScript code applied at the Form OnLoad event will only trigger the first time you open it but when switching between the multi-session tabs changes will be lost.


Some new call should be implemented or a workar...

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Category: Customer Service Workspace (17)

STATUS DETAILS
New
10

Adding CC field into email templates.

We can create an ARC (automatic record creation rule) so that when customers write emails to us, the system will automatically create a support ticket (a case) in Customer Service. Then, system will send email inform customer that a ticket has been created.


Now we want the ema...

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Category: Customer Service Workspace (17)

STATUS DETAILS
New
1

The information from the Read receipt of a tracked email to appear in the timeline or in the email form.

Customer would like to be able to see the read receipt information in the timeline or in the email form.

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Category: Customer Service Workspace (17)

STATUS DETAILS
New
1

Preview or confirm window before sending a file in Omnichannel chat

Would it be possible to make file preview or pop up a confirm window before sending a file in Omnichannel chat?


Currently, the file will be directly sent out once user/agent select a file and click on open.There might be possibilities that they choose an incorret file. If the ...

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Category: Customer Service Workspace (17)

STATUS DETAILS
New
22

Implement configuration for Session Tab Reload behavior

Currently when working with Customer Service/Omnichannel Session Tabs the behavior is that the tab content will reload every time the tab is selected/had focus. This is documented as by design: "Why do tabs reload when an agent switches session tabs or switches from session tab to widget?" This...

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Category: Customer Service Workspace (17)

STATUS DETAILS
New
2

Inbox View Filters

It would be nice if on the inbox view, if we could filter out closed cases. This would greatly help the efficiencies on our customer service team!

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Category: Customer Service Workspace (17)

STATUS DETAILS
New
1

Display channel on the home page of the customer service workspace

Display the widget/channel panel on the home page of the customer service workspace. Now the widget is displayed after opening a new session through js code. The idea is to be able to customize a session and the home page to display the widget by default.

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Category: Customer Service Workspace (17)

STATUS DETAILS
New
12

Open productivity pane for configured entities

We use the productivity tools to handle cases. But when an account of contact is openend in a session the employee is also bothered by the productivity pane, even though they can't use the productivity tools for these entities. You cannot configure for which entities to enable the productivity pa...

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Category: Customer Service Workspace (17)

STATUS DETAILS
New
13

Open multiple records in sessions from dashboard

From a dashboard in the home session you can open one case, which is openend in a new session and your screen goes towards the case you just openend. To open a second one you have to navigate back to the dashboard and click on the second case. It is not possible to select multiple cases and open ...

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Category: Customer Service Workspace (17)

STATUS DETAILS
Under Review