Today the agent presence status is set by the agent having to click on the status icon and from the pop-up window choose another status from the list of options and then apply by clicking OK. Our suggestion is to add a 'quick status bar' in the top menu (next to search and quick create) that displays up to 8 status symbols for the agents to choose from. The status symbol would be Available, Busy, DND and Away, but when you hover over it you would see its custom name (if custom statuses have been created). The chosen status would apply directly, without the agent having to confirm by clicking OK.
Thanks, Kristine
Comments
Hi MS Admin, It'll both be more intuitive and time saving, that's the primary reason. Thanks, Kristine R
Category: Live Chat
My answer to this, would be "yes". A good and effective UI is key for lowering training costs and also customer service agents are measured on a per-second-basis on their performance, hence an extra click does matter. And isn't it really 2 extra clicks?
Category: Live Chat
Administrator on 3/4/2024 5:06:10 PM
Would like to understand in detail on what's the pain point that the customer is facing and why would they want the UX to be changed? Is it only the extra effort in clicking the "Ok" button to manually set presence or are there any other hidden problems/issues as well?
Sincerely,
PM,
Microsoft.