Kristine Risberg CRM Project Manager

Today the work item limits set in each workstream accept work items from other workstreams/types of channels.

Example scenario:

Work item limit in chat workstream is set to 3.

Work item limit in voice workstream is set to 1.

This results in:

An agent busy in a call will be blocked from receiving another call or a chat request. But an agent busy in one or two chats, can still receive incoming voice call(s) - although the second and third work item should be reserved for chat(s).

It would be great if the work item limit set up per workstream, would only take into account work items created in the respective workstream (i.e. a work item limit in a chat workstream would only allow three chats, and no other types of work items).

Thanks,

Kristine

Today the agent presence status is set by the agent having to click on the status icon and from the pop-up window choose another status from the list of options and then apply by clicking OK. Our suggestion is to add a 'quick status bar' in the top menu (next to search and quick create) that displays up to 8 status symbols for the agents to choose from. The status symbol would be Available, Busy, DND and Away, but when you hover over it you would see its custom name (if custom statuses have been created). The chosen status would apply directly, without the agent having to confirm by clicking OK.

Thanks, Kristine

Today you can control overflow management and operation hours on queue level, but automated messages to be triggered by the two previous functions are still only manageable on channel level.

Problem scenario: We have a use case where one channel routes work items onto three different queues. Queue 1 and 2 belong to team X and have opening hours 09:00-17:00. Queue 3 belong to team Y, that are staffing only betwen 09:00-15:00. Queue Y has its separate operation hours schedule, and we can set individual overflow management rules on queue Y, but when customers call in after 15:00 and (using dial tone options in the PVA) are routed to queue Y - it's the overall channel's automated messages that are applied on queue level. This results in the differet queues have to use the same automated message when triggered on out of operation hours.

Suggestion: It would be optimal to be able to set up individual automated messages on queue level so that different queues can inform customers with queue specific information.

Thanks, Kristine

It would be great to have a message trigger for automated messages in the voice channel when call is assigned to a voice queue to be able to use this as a greeting message (outside of the PVA), as the current "Greeting message for Async Channels and Voice" doesn't work.

The Quick Reply section holds a huge variety of language/data samples that can be sorted on e.g. language locale, but not filtered. If I work with EN or with EN + FR, I'd want to be able to filter on just the languages needed when I edit and/or create new Quick Replies.

The preferred function would be for admins to be able to 'hide' languages not in use, and per default only display the ones in use.

Hi,

We would like a telephone directory function available in the outbound dialler feature. This directory could be team and/or user specific and include both lookup contacts from contacts and/or accounts in CRM but also external contacts.