Voice Chanel - secondary ringer
Just like in Microsoft teams it would be useful for an agent to set a secondary ringer device.
If an agent leaves the desk for a moment the call is only ringing in the headphone. Would be handy to also let it ring on the computer / screen.
Synchronize Teams presence
When using MS Teams for internal collaboration currently this does not impact the status in omnichannel.
In case an agent receives a Teams call it might be relevant to also update the agent status in omnichannel.
There are already other contact center soluti...
Multilingual workstreams and transcription (currently related to primary language)
In a workstream it is possible to set multiple languages to make sure messages are in line with the language of the customer for example provided to the workstream by a bot.
This works as expected for quite some features and seems to offer what MS states "a multilingual conta...
Wrap up timer after transferring a call
On a queue / workstream a wrap up timer can be configured. But when transferring a call to a colleague you immediately return to the available state and will receive a next call.
It would be better to be able to disable/enabled the wrap up also when transferring calls. It is not always ...
Possibility to hide transcript
As it takes the attention of a agent, it might be useful to hide the transcript while having it available in the background.
Ideally the messages regarding consult & transfer actions currently also being shown in the transcript are separate from the transcript.
Omnichannel Voice - Modify agent presence when accepting a consult session (call)
- When accepting a consult session (call) as agent the presence of the consulted agent is not modified.
- As the presence remains available, calls from queues in which the agent might be present are still presented.
- This does not seem logic as normally when being in a call yo...
STATUS DETAILSNew
Enhanced Case Form - Possibility to toggle on / of the customer details productivity pane tab
When using the enhanced case forms the customer details tab in the productiviy pane is always shown & opened by default when a customer is completed in the customer field.
This is currently the only tab in the productivity pane which you cannot toggle on / off in an agent pro...