My customer has a requirement that USD should not be closed while there is an active call. The customer LOB applications support this behavior but when they are hosted in USD, they could be closed if agent accidentally hits the close button on USD.
It will be good to have an event say DesktopCloseRequested for performing any check and also restrict the close.
Comments
This is a good idea. I am developing the same thing currently like if the USD is closed abnormally while the customer is still on call then I am trying to restore the session from where USD was closed. I am doing quite unsupported development to achieve this but it would be great if we have this feature as well
Category: Unified Service Desk
+1 My customer requests the similar thing. They suggest a comfirm prompt window when users try to close USD. AS most callcenter people use USD as the only tool, they don't want to miss anything when closing USD by mistake. This can make our product more professional.
Category: Unified Service Desk
Administrator on 7/4/2023 3:59:00 PM
Thanks for the idea. There are no new feature investments on USD and we recommend existing customers to plan to migrate to Customer Service Workspace (CSW) app, which is a web based app with OC and unified routing supported. Our future roadmap and investments are targeted at CSW for all agent/supervisor experiences specific to Customer Service. For any questions, feel free to reach out to Fast Trach or Customer Success teams.