Shwan Sharif System and Process Analyst

After opening a ticket (MS 2308030040005931) it was deemed that, when clicking Related > Cases or Related > Activities within account and contact records, the 'associated' views cannot be defaulted to other useful views (such as 'All Activities' or "All Cases"). Having this ability will save seconds per instance, which adds up over time.

Hello,

Prior to updating the template selector to the enhanced version, our team noted that they were able to proceed from template selector launch to template selection strictly using their keyboard (tabbing, then enter). With the new editor, it seems a mouse is required to select a template to begin, followed by tabbing later. Would be nice to have the ability to tab at the start of template selection once again. Thank you.

Hello,

Your Product team has recently confirmed a limitation when running macros:

"Whether we use the API to open the form and create/link record in both the backend and UI, it relies on the liveworkitemId and ocContext, which are based on the currently focused session.”

This means an agent can run a macro (e.g., contact creation), and while switching sessions to take care of another customer (e.g., second chat), the newly created record will link to the second, incorrect chat.

Request: Have the macro focus on/reference the original/source work item, to facilitate a faster workflow for smaller/busy contact centers, and ensure correct data and record associations. Thank you.

For companies which observe the same holidays every year, a feature that enables holiday periods/days to repeat every year would be more efficient and reduce chance of missed/forgotten holiday entry.

Hi team,

Would it be possible to retain text formatting (e.g., indentations, listing of items) when sending messages via chat? For example, we offer troubleshooting assistance at our company and often provide numbered steps as follows:

1) Ensure you update your drivers

2) Ensure you clear your cache

3) Ensure you uninstall outdated software

But after sending a message like above in chat, it appears like this on the other end:

1) Ensure you update your drivers 2) Ensure you clear your cache 3) Ensure you uninstall outdated software

Thanks

It would be nice to have additional questions/fields beyond the current max of 10. This would allow more customers with extra questions/fields to use the out of box pre-conversation setup, which is much faster than other types of implementations (e.g., those involving chatbots and power automate flows)

Hello,

Our team has noticed that closed conversation transcripts load slowly, and can take a very long time to load long conversations.

The act of switching tabs to perform other tasks (while waiting) 'resets' the loading as well, making reviewing long conversations very tedious.

Would it be possible to enhance closed conversations transcripts in a way so they do not need to load line by line, and not reset the load progressing if attempting to multi task? Thank you.

Hello,

It would be nice to have the newly introduced 'secondary ringer' feature, which currently only works with voice, to also work with live chats.

Some contact centers, such as ours, primarily interact with customers via chat so this would help reduce the chance of missed chats and impacts to service level. Thanks.

Hello,

Users may click into an email to preview it's contents, prior to queue item picking. It would be nice to have the ability to pick an email queue item while already viewing the email, to remove the step of having to go back to the queue view to simply pick, and return to the email.

Perhaps having the 'Pick' button appear in the email ribbon bar if an associated queue item exists. Thanks.