"Wrap Up" and "Available Since" timers


The wrap up timer that appears in the conversation panel once the call with a client is ended, does not appear quite intuitive. If the wrap up time-out is set after x min, the wrap up timer will keep on going even after the time-out has expired and the agent's capacity has been freed. In this ...

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Category: Omnichannel for Customer Service (152)

STATUS DETAILS
New

Agent Voice Consult


Currently, when an agent asks for a consult to another agent there is no way for the agent receiving the consult to understand (before accepting and opening the consult) whether the consult request is via chat or via voice (adding the agent to the client call) and to understand who is asking f...

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Category: Omnichannel for Customer Service (152)

STATUS DETAILS
New

Voice consult to not available agents


Sometimes the agents could ask for a consult (for a client call) to another agent even if he should not be able to receive incoming calls from clients. Indeed, it would be functional to see all the agents' names in the consult tab and not only the available agents to receive a call. It would t...

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Category: Omnichannel for Customer Service (152)

STATUS DETAILS
New

Call transfer from consult


Currently, after the agent accepts a consult request from another agent and the call is then transferred to that same agent starting from the consult, the agent receiving the transferred call does not receive a pop-up or an alert to notify him that the call with the client has been transferred...

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Category: Omnichannel for Customer Service (152)

STATUS DETAILS
New

Transfer button always visible


When the agent tries to transfer the call to another agent, the button "Transfer" appears only with the mouse-hover, which can be misleading and lead the agent to think he already initiated the transfer before actually clicking on "Transfer". The suggestion is to make visible the button "Trans...

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Category: Omnichannel for Customer Service (152)

STATUS DETAILS
New