Ongoing Conversation Dashboard
Need the ability to select multiple conversations from the Ongoing Conversation Dashboard. Currently there is only the ability to select one conversation at a time and assign. However, if there is an agent that needs to leave for an emergency, for example, and we need to re-assign all of their...
Real Time Transcript
We need the ability for a transcript to be generated while a conversation is still open or in waiting status. Currently, the transcript is not generated until a conversation is closed. Since a social media conversation can be open for days or even weeks, this means the transcript could not be ...
Ongoing Conversation Dashboard Column Width.
In the Ongoing Conversation Dashboard, we would like the ability to adjust the column on the left pane, where the queues are listed. It is currently a fixed width, which causes the columns are the right side to be squished together, and hard to read. It needs to adjustable based on the length ...
Open Work Item Dashboard Filtering
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...
STATUS DETAILSNeeds Votes
Additional Timestamps in Ongoing Conversations
We need additional timestamps in ongoing conversations..
Experience today - Timestamps are displayed by groups of messages. If customer sends 5 messages, there is a timestamp on the last message. However, that group of messages could have been sent over a 2 minute, 5 minute or...