If a conversation is transferred before the first assigned agent accepts it, do not present the conversation to the first agent
When a conversation is assigned to an agent, prior to them accepting it in the agent experience using the accept button on the notification, the supervisor is already able to transfer the conversation.
If a supervisor transfers the conversation once it has been assigned to an ...
Isolate work item limit to only accumulate items from its respective workstream
Today the work item limits set in each workstream accept work items from other workstreams/types of channels.
Example scenario:
Work item limit in chat workstream is set to 3.
Work item limit in voice workstream is set to 1.
This results in:
Allow a manual recalculation/reset of a user's available capacity
Background: In Unified Routing, a user can be assigned a certain capacity limit. This represents the theoretical limit of the number of cases that this user should be assigned simultaneously. It also acts as a lever to help ensure a large volume of cases can be spread over a population of many...
Multiple queue/workstream prioritisation/routing options
Currently, there is no way to prioritise the distribution of work to agents between multiple queues or workstreams. It is only possible to prioritise work within a given queue - but not have control over the assignment logic across multiple queues.
Now that Dynamics Omnichanne...
Omnichannel Chat - show chat notifications for all online agents
We would like that it would be possible to get the incoming chat message popping up at all agent’s computer, and then the first one that would click accept would get the chat.
Today it works by notifying the agent that has the most capacity to take a new chat, but often our a...
Possibility to hide Alert Notifications
When an item is routed to an Agent through a push work stream, an alert pops up to the Agent for him to accept, reject or open the item.
These alerts can be configured by setting up custom Notification Templates, where we can even set up the time those alerts are displayed, but the minim...
Holidays & Absences - Reactivation of cases does not look at absence of agents
With the calendar view we certainly benefit from seeing agents availability, however there is no feature to manage “absence of agents”. For example if an old case reopens, it automatically reopens to the agent who was handling the case. When he/she is absent, the system does not take that into ac...
Secondary Agent Prioritization Rule
For context, we know there is, what I'm calling, the primary agent prioritization rule that tells the system, "Give this chat to whichever available agent has the most open capacity". But what about when there are not many people chatting in? Everyone will have the same capacity and that primary ...
Wait time to show to agents in notifications
When the push notification is given to the agent we’d like to show the agent how long the customer has been waiting in the notification. Wait time currently isn't available as a slug and can't be added to the notifications.
Enable user to customize 'Conversation' entity
Enable user to customize 'Conversation' entity. There are a lot of business industry in real world, for example: automotive, banking, insurance, healthcare, etc. The problem is, on current environment, Conversation entity cannot be customized. And Agent need to check related information from sel...