Admin to disable "Mark as Spam" feature
We do not want agents to be able to mark phone calls as Spam. There should be an option for admins to be able to disable this options (hide from the phone controls).
Customer should be identified based on all phone number fields
Customer should be identified based on all phone number fields - not just "mobilephone" field. Customer may have multiple phone numbers (e.g., landline, office, mobile) so we need identify based on all assigned phone numbers not just one field i.e. identify customer from telephone1, mobilephon...
Communication panel
When minimised, can the Communication panel be a different colour or docked to side (slide out). It’s hard for new agents to find who are not used to the system.
Also, the voice toolbar is also minimised when communication panel if minimised. Ideally this should always be visi...
Automated prevention of Recording / Transcription via Bot selection - Legal requirement
Due to legal requirements in some countries, customers can opt in or out of having the conversation recorded. Reliance on agents to stop / start recording is not feasible and most companies have a automated option in the IVR that allow for the call to be routed to queue that can or cannot be r...
Timer for custom presence e.g. lunch, break duration for logged in agent
It would be great if there was a timer (count up/ down) that could be applied to custom presences. We would like to monitor agents "unavailable" times such as Lunch, Break etc and would be great if there was a timer that agents could easily check for duration in that status.
Show duration for current agent status in Real-Time Omnichannel Report
Add a measure to Omnichannel Realtime report should allow show calculated “duration” for current status based on "Status Since" and current time in Agent report. This allows supervisors to monitor offline activity times for agents 9e.g. when on Lunch, break etc.)
New "In a Call" status/presence when on voice call
When agent accepts a voice call, the presence should change to a new status of “In a Call” rather than the current “Do not disturb” status.
It’s hard for supervisors to differentiate whether the agent is in an actual call or if the agent has manually selected the “Do not dist...
Automatically open and populate "Quick Replies" tab in agent chat session
Agents deal with several chats at any given moment and prefer to have the "Quick Replies" open in a session tab next so they can easily search and find the relevant Quick Reply. Agent can manually achieve this by clicking the "Quick Reply" icon in the conversation panel and then clicking the "...