3

Enhance Closed Conversation Transcripts to Reduce Load Times and Prevent Load "Reset" After Tab Switching

Hello,


Our team has noticed that closed conversation transcripts load slowly, and can take a very long time to load long conversations.


The act of switching tabs to perform other tasks (while waiting) 'resets' the loading as well, making reviewing long conve...

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Category: Customer Service Workspace (113)

STATUS DETAILS
New
1

Reminder notification

Hi,


I would like to send a reminder for cases and receive notifications when a case has been prompted.

Furtherm...

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0 Comments

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Category: Customer Service Workspace (113)

STATUS DETAILS
New
12

Increase the number of open sessions inside Workspace App

The limit of 10 sessions within the workspace is not in line with the agents' work process, it is a limit as they would need a greater number of sessions within the workspace. It would be nice to be able to configure the number of sessions that can be opened for each environme...

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0 Comments

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Category: Customer Service Workspace (113)

STATUS DETAILS
New
1

Get the event through Java Script of agent message sent or received

Today, on workspace conversation inbox, is not possible to get the event from a message sent by a service represetative to a customer. And also, is not possible to get the customer message answer.


The possibility of get this event makes it possible to develop many customizati...

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0 Comments

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Category: Customer Service Workspace (113)

STATUS DETAILS
New
1

Allow users to decide if left-side navigation stays expanded or closes.

Allow users to decide if left-side navigation stays expanded or closes.

Currently the default is closed but some of our users would like to pin it open.

This is in the new customer service workspace.


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0 Comments

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Category: Customer Service Workspace (113)

STATUS DETAILS
New
5

Default view for routing dialog to User/Team

The routing dialog setting "Route queue item" should either apply to "Route to User/Team" as well as "Route to Queue" when routing a queue item, or there should be a separate setting where you could change the default view for routing to User/Team. As of today there is no possibility of changi...

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0 Comments

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Category: Customer Service Workspace (113)

STATUS DETAILS
New
1

API to retrieve Case entity session template

Business Scenario

We use Agent Scripts in the Customer Service Workspace app to facilitate semi-automated actions for our users. These scripts are tailored to specific business units of user groups. Therefore we use multiple Case entity ...

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Category: Customer Service Workspace (113)

STATUS DETAILS
New
1

Clicking a case record does not open the expected form but it opens a queue item

Please continue addressing the known issue 4449491. This is a trending issue that affects many customers.

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Category: Customer Service Workspace (113)

STATUS DETAILS
New
1

Need notification template for hiding presence login

Please consider this as a feature request to hide the Presence notification for users who do not require an Omnichannel security role to be assigned.

 

Currently, the system only allows to clear the notification error if an Omnichannel agent or supervisor role is assigned.

 

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0 Comments

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Category: Customer Service Workspace (113)

STATUS DETAILS
New
8

Despite configuring the display name of the agent to show their nickname in the options, the transcript still displays their full name. We would like the nickname to appear instead.

ISSUE DEFINITION

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Despite configuring the display name of the agent to show their nickname in the options, the transcript still displays...

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0 Comments

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Category: Customer Service Workspace (113)

STATUS DETAILS
New