BOT input behaviors
Add the possibility for clients to go on with the PVA flow or to get back to the previous question in cases where after x seconds the client didn't insert any input or an invalid one.
Massively update Working Hours
It should be possible to massively update Operation Hours records.
Example. If several Workstreams need to close one hour earlier one day, there is no need to edit them one by one but all at the same this with an unique edit.
Change status to DND when accepting a call Consult
When the agent accept the voice consult, her/his status should change to Do not disturb in order to not receive further calls.
Change capacity via the Agent Staut
The Agent should be enabled to free its capacity even when the wrap-up time it's not finished, not by closing the session (as the as-is) but by changing the status to Available/Busy
The voicemail should be granted for all the kinds of closure, not only the Standard
At this moment the Voicemail is granded only when the customer calls out of the operating hours, but should be available also when there is:
- A break
- A holiday