7
We need additional Filtering Items on the Open Work Items Dashboard. This is applicable across all channels in Omnichannel, messaging, live chat, particularly in the Pick mode.
Need more options to organize and view Open Work Items view:
- Ability to Choose how many items to display per page (10, 25, 50, 100)
- Default view should be Oldest to Newest - Currently is newest to oldest, or have the ability to set which they want
- Have ability to filter on state (Open/Active / Waiting / Waiting-snoozed)
- Add ability to filter by Queue - maybe a text box to enter the queue name, or a checkmark
- Ability to filter on two items, such as queue and modified on
- Ability to save view of dashboard as default or personalized
- Ability to have filters on both My Work Items and Open Work Items
STATUS DETAILS
Needs Votes
Comments
We also have this as a user request. Today you're only able to sort, not filter. Using pick based work assignments, you'd want the agents to pick the item that has been queued the longest - today default setting is in descending order.
Category: Omnichannel Agent Dashboard
Administrator on 2/8/2024 8:26:16 AM
Thank you for your feedback. Currently this is not in our roadmap; however, we are tracking it and if we get more feedback and votes, we may consider it in the future.
Regards,
Product Manager, Microsoft