Jaspal Randhawa

In the outbound call dialer, the down arrow next for the Call button (i.e. the call from dropdown list) is not obvious to agents and is easily missed. It is nice UX but is impractical for agent behaviour.

Please make this a separate dropdown list located between before the "Call" button. Call button should be inactive until a valid selection is made.

In a centre where multi-lingual agents support multiple countries it would be great for the agent to have to make a selection of correct outbound profile to be used - otherwise agents tend to be lazy and not select the correct phone for outbound for a specific country. Ideally, the logic should be:

1. If only 1 valid outbound profile found for the agent, then automatically select this.
2. If more than1 valid outbound profile found then no automatic selection is made. Agent MUST make a manual selection before the Call button become active.

We do not want agents to be able to mark phone calls as Spam. There should be an option for admins to be able to disable this options (hide from the phone controls).

Customer should be identified based on all phone number fields - not just "mobilephone" field. Customer may have multiple phone numbers (e.g., landline, office, mobile) so we need identify based on all assigned phone numbers not just one field i.e. identify customer from telephone1, mobilephone, telephone3 etc..

Alternatively, let admin configure which fields should be used to identify the customer

In our current system, mobile field is not the primary phone field we use, so when we move to Voice Channel, customers will not be identified.

When minimised, can the Communication panel be a different colour or docked to side (slide out). It’s hard for new agents to find who are not used to the system.

Also, the voice toolbar is also minimised when communication panel if minimised. Ideally this should always be visible (floating) even when Communication panel is minimised.

Due to legal requirements in some countries, customers can opt in or out of having the conversation recorded. Reliance on agents to stop / start recording is not feasible and most companies have a automated option in the IVR that allow for the call to be routed to queue that can or cannot be recorded based on customer selection in the IVR.

There doesn't seem to be an option in the voice workstream to allow recording to be automatically prevent. The request is therefore to allow the PVA bot to be able to turn recording on or off. Ideally this can be separate for voice recording and transcription.

Alternative options can be:

1. allow the call to be routed to a different workstream which has recording turned off.
2. or add option to prevent recording on individual advanced queues (maybe better for reporting purposes)

It would be great if there was a timer (count up/ down) that could be applied to custom presences. We would like to monitor agents "unavailable" times such as Lunch, Break etc and would be great if there was a timer that agents could easily check for duration in that status.

Add a measure to Omnichannel Realtime report should allow show calculated “duration” for current status based on "Status Since" and current time in Agent report. This allows supervisors to monitor offline activity times for agents 9e.g. when on Lunch, break etc.)

When agent accepts a voice call, the presence should change to a new status of “In a Call” rather than the current “Do not disturb” status.

It’s hard for supervisors to differentiate whether the agent is in an actual call or if the agent has manually selected the “Do not disturb”status.

Agents should not be able to manually select the “In a Call” status.

Agents deal with several chats at any given moment and prefer to have the "Quick Replies" open in a session tab next so they can easily search and find the relevant Quick Reply. Agent can manually achieve this by clicking the "Quick Reply" icon in the conversation panel and then clicking the "View All" button. This is time consuming for agents as they have to do this on every chat they receive.

It's preferable that "Quick Reply Preview" tab is automatically opened and populated when agent accepts a chat.

We tried adding the "Quick Reply Preview" control to a custom chat Session Template (Agent Experience > Workspaces > Session templates). When the agent accepts a new chat, the "Quick Reply Preview" tab opens for the agent but is NEVER populated - all they see is the spinning loading icon.

Please enable "Quick Reply Preview" tab is automatically opened and populated when agent accepts a chat.

Currently, when we implement a custom button to launch chat and set the data-hide-chat-button attribute to true, the chat bubble does not display if a user opens a chat and then minimizes the chat panel.

We would like an easy way to show the chat bubble, but only when minimized after being launched from a “custom chat now” button. Perhaps a new attribute, data-show-chat-button-minimized, could be created for this purpose. When set to true (default setting), the chat bubble would display.

Use case: We want customers to initiate chat only from a specific page and not show the chat bubble on all site pages. By using the data-hide-chat-button attribute, we can hide the chat bubble on certain pages but still allow customers to launch chat from a custom button. When they navigate to a different page, the chat follows them. Upon minimizing, they should see the chat bubble, enabling them to reopen the active chat session from any page, in addition to the original custom button page.