Louisa Reynolds

We are using Customer Voice via Omnichannel and have discovered that because the Session Templates and Notification behavior are set via the Workstream, that when we have to transfer a call to another internal department the team who receive the transfer experience the wrong call behavior.

Eg. Workstream 1 has the default Session Template and a manual answer option.

Workstream 2 has a custom Session Template and calls into this workstream auto answer.

If a Customer calls into Workstream 1 and the agent has to transfer the call to a Queue which is associated with Workstream 2, when the call is received by the Workstream 2 agent the agent expects their calls to have the Custom Session Template and auto answer.

However, because the behavior is inherited from the Workstream that the call came in from, rather than the Queue which the call is going to, the transferred call arrives with default Session Template and manual answer.

My idea is to be able to associate the Session Template and the Notification Templates for the answer behaviour to the Advanced Queue as well as/instead of the Workstream.

We are using Customer Voice via Omnichannel and have discovered that because the Session Templates and Notification behavior are set via the Workstream, that when we have to transfer a call to another internal department the team who receive the transfer experience the wrong call behavior.

Eg. Workstream 1 has the default Session Template and a manual answer option.

Workstream 2 has a custom Session Template and calls into this workstream auto answer.

If a Customer calls into Workstream 1 and the agent has to transfer the call to a Queue which is associated with Workstream 2, when the call is received by the Workstream 2 agent the agent expects their calls to have the Custom Session Template and auto answer.

However, because the behavior is inherited from the Workstream that the call came in from, rather than the Queue which the call is going to, the transferred call arrives with default Session Template and manual answer.

My idea is to be able to associate the Session Template and the Notification Templates for the answer behaviour to the Advanced Queue as well as/instead of the Workstream.

When an Omnichannel Queue has been made inactive, it should not appear on either of these real time Dashboards anymore:

• Omnichannel Ongoing Conversation Dashboard
• Omnichannel Real time Analytics

Once a queue has been made inactive, there is no reason why it should be seen in these real time Dashboards. No real time activity will be taking place in the queues.

Having the inactive queues available on the dashboards, and within the dashboard filters is just "noise".

Please add the Queue Status into the DimQueue part of the data model AND apply a filter using this field by default for the Queue slicer to only show Active queues in the Real Time Analytics.