Isolate work item limit to only accumulate items from its respective workstream
Today the work item limits set in each workstream accept work items from other workstreams/types of channels.
Example scenario:
Work item limit in chat workstream is set to 3.
Work item limit in voice workstream is set to 1.
This results in:
Add a horizontal 'quick presence status' bar in the top menu
Today the agent presence status is set by the agent having to click on the status icon and from the pop-up window choose another status from the list of options and then apply by clicking OK. Our suggestion is to add a 'quick status bar' in the top menu (next to search and quick create) that d...
Ability to configure automated messages on queue level
Today you can control overflow management and operation hours on queue level, but automated messages to be triggered by the two previous functions are still only manageable on channel level.
Problem scenario: We have a use case where one channel routes work items onto three d...
Trigger for automated message when customer is assigned to voice queue
It would be great to have a message trigger for automated messages in the voice channel when call is assigned to a voice queue to be able to use this as a greeting message (outside of the PVA), as the current "Greeting message for Async Channels and Voice" doesn't work.
Filter on language locale for Quick Replies
The Quick Reply section holds a huge variety of language/data samples that can be sorted on e.g. language locale, but not filtered. If I work with EN or with EN + FR, I'd want to be able to filter on just the languages needed when I edit and/or create new Quick Replies.
The p...
Telephone directory for outbound calls
Hi,
We would like a telephone directory function available in the outbound dialler feature. This directory could be team and/or user specific and include both lookup contacts from contacts and/or accounts in CRM but also external contacts.