Capacity Profile
Allow more than one profile capacity to be usable on a workstream
Ability to configure automated messages on queue level
Today you can control overflow management and operation hours on queue level, but automated messages to be triggered by the two previous functions are still only manageable on channel level.
Problem scenario: We have a use case where one channel routes work items onto three d...
Ability to restrict work items creation within a queue
Imagine the following structure:
- We have defined a set of queues, with some agents assigned to them, so conversations will be routed properly.
- We have defined a parallel set of queues for internal support (consultation) with some agents assigned too.We have created them as q...
STATUS DETAILSNeeds Votes
Unified Routing - Rules checks
Hi all,
Currently each Unified Routing rule's conditions can be defined using any fileds on target table work item or related tables to that work item.
Here are some useful checks that can be defined for each of ruke type, as of now Intake rules, Work Classifi...
Prioritize Queue over another Queue
It would be nice if it was possible to prioritize a Queue over another Queue.
In the old Omnichannel Administration app, queues have an attribute called "priority", however this attribute is now called "Group Number" and does not act as priority definition.
Please allow skill-based routing for PVA agent transfer with Omnichannel
It would be great if PVA agents can be interconnected within Omnichannel scenario with Skill-based routing. The scenario would be to create granular PVAs that is very specific to solving certain problems, that routed leveraging the skill-based routing in Omnichannel.
An out of the box option to create a routing rule based on the CC field of a sender email
It would be useful to add an out of the box option to create a routing rule based on the CC field of a sender email. Some users place the email address (associated with a queue) in the CC field only, and those cases auto-create but they do not get routed to the appropriate queue because the email...
New System setting Email: Set From field as unresolved values if multiple matches are found in Incoming Emails
Microsoft links an incoming email automatically to the first account it notices in CRM with the corresponding email address as it is their opinion that an email address is a unique item in accounts. We don’t share this opinion as several accounts could use the same email address. For ins...