More robust masking / auto deletion transcript & audio recording with sensitive information


I'm aware that there is a mask feature to cover the sensitive information, however this feature is currently flawed and not as robust. e.g. if credit card numbers are not read in one go, the numbers won't be masked.


When the numbers are masked in the transcript, they won't be...

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Category: Voice - Call controls (23)

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New

Omnichannel call data takes 24 hours to finalize, which is not good enough for our use case.


We discovered (and confirmed by a Ms agent) that the call report takes 24h to be finalized. We need the report to be finalized quicker than this as we need to export the stats the day after.


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Category: General (217)

STATUS DETAILS
New

Omnichannel - add the ability to choose the icon in the active phone call


When you receive a call in the customer service workspace app, you have these buttons in the ribbon: Unmute/mute|Hold|Dialpad|Mark Spam|More. When you click more then see more options, one of them is Take notes.


We'd like the ability to choose which icon is displayed first, e...

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Category: General (217)

STATUS DETAILS
New