Joseph Lorensyah

I'm aware that there is a mask feature to cover the sensitive information, however this feature is currently flawed and not as robust. e.g. if credit card numbers are not read in one go, the numbers won't be masked.

When the numbers are masked in the transcript, they won't be in the voice recording.

Please implement a better feature to cater this requirement.

Thanks

Joseph

We discovered (and confirmed by a Ms agent) that the call report takes 24h to be finalized. We need the report to be finalized quicker than this as we need to export the stats the day after.

When you receive a call in the customer service workspace app, you have these buttons in the ribbon: Unmute/mute|Hold|Dialpad|Mark Spam|More. When you click more then see more options, one of them is Take notes.

We'd like the ability to choose which icon is displayed first, e.g. in yourtown the call center agents do take notes more than Mark spam.

Thanks