Return Agent to Previous Presence Status When Closing a Session
We would like to propose a setting or standard feature that returns an Agent to their Previous Presence Status instead of setting them back to Available.
Current Scenario: When an Agent finishes an outbound call or a consult or take an inbound call and closes ...
Allow Admins to Set Operation Calendar Precedence
We would like to propose an Override Precedence Structure for Operational Calendars.
This would allow an admin to choose the precedence for Operational calendars between Workstream and Queue.
Use Case Scenario: We have two Queues tied to one Workstream that close before ...
Suggestions for Better Callback Experience
When implementing the out of the box Callback function, we have found that it is rudimentary. We are proposing a few things that are in use around the globe in call centers that we would like MSFT to implement:
- Allow the caller to leave a Callback Number
- Indicate somewhere i...
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