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Timestamped messages in the transcript
This feedback relates to viewing chat transcripts from the Activities screen of the Contact Center Workspace app.
When there are multiple messages sent from one side (either Agent or Customer), could we have a timestamp for each message? At the moment, if the customer or agent sends multiple messages in a row without the other responding, the timestamp we see just belongs to the last message time and not a time for each message, even when the messages have been sent across different minutes.
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Adding seconds to the chat timestamps
When reviewing the chat transcripts, especially in the Activities section, the timestamps just show the hour and minute.
It would be great for it to also show the seconds too i.e HH:MM:SS. This will help our QA teams understand how long it has taken for the agent to respond to the first message in the conversation from the customer, when solely reviewing the transcript.
We need the agent to send their first message within 30-seconds, so this will help us monitor this SLA.
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Data in dashboards automatically update with daylight savings
When viewing analytic data within the contact center workspace dashboards for live chat, the timestamps have not updated with the recent daylight savings time. This was reported to Microsoft, Ticket: 2504080050002774 and after investigation, they concluded that there is no implemented automated way for system to address daylight savings and have advised to report this has a feature idea.
Thanks.
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