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Feature Requests

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Assign Text Ownership
Please allow managers to assign text messages to specific agents
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Feature Suggestion
Enhanced Text Filtering
In text queues you're not able to filter by date. While reviewing any text queue the texts displayed in the column are mixed dates- You may see texts completed 1 hour ago, 2 days ago along with 1 year ago. It would be convenient to have the filter by date especially when searching for a most recent completed text. In addition, while we have many texts completed, it is difficult to use the "load more" button as after a few clicks the Invo platform will begin to load 10+, then it will only load 5, eventually only loading 1-2 texts as you click "load more". This leads to the Invo platform freezing and having to back out and begin again.
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Feature Enhancement
Queue and Agent Based Smart Routing
When smart routing is enabled, video banking calls (could be out of branch, in branch) will only show up on the agent's dashboard who has been available the longest in the call's queue and has an active user status. If the first agent who gets routed the call does not take the call after a set amount of time, the call will then go to the next agent who has been available the longest in the call's queue and has an active user status. If the second agent who gets routed the call does not take the call, the call will go to all agent's of the call's queue dashboard. If an individual agent gets routed a call, the following cases are possible: The agent can take the call The agent declines to take the call and it routes to the next case The agent fails to interaction with the call during the ringing time and it routes to the next case The client will be able to customize the ringing time until the call routes to the next case (idea being 10 - 15 sec) We will add smart routing reporting where the client can see the following statistics: How many calls an agent accepted How many calls an agent declined How many calls expired where the agent didn't answer the routed call We may add reporting around user statuses.
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Feature Enhancement
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planned
Scorecard Monitors
Would love to be able to upload our current scorecard for reviewing calls, into the Invo platform, that can automatically pull up when reviewing a call and then also being able to pull a report on those monitors with tons of data, average score, areas for improvements etc.
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New Functionality
Enhanced Kiosk Information to Help Troubleshoot Issues
Would love to see if there's a way to get more information on the status of a kiosk from the Admin / Kiosk screen to help troubleshoot issues remotely. Is there a way to see if peripheral devices are online, what the computer hardware is, what software versions of windows and Invo are installed. Anything that will help our teams troubleshoot problems remotely.
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Feature Suggestion
Kiosk 2.0
The kiosk program will be able to be put into Window's kiosk mode The kiosk program will be installed in program files instead of app data Improve the setup process regarding hardware detection Allow the camera and microphone to be the same device Improve the logging Most logs will be remotely accessible on the client's Invo site We will have network related logs The kiosk program's user interface will be improved to be more modern and consistent with the new widget The new design will also support touch design devices The kiosk program will gracefully shutdown if the computer gets force restarted (i.e. from a shutdown group policy) The kiosk program will support dual screens (tentative for initial release)
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Feature Enhancement
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in progress
Automatically set a default option for Preferred Language
From the Concierge Tab. When submitting a member into a kiosk on the backend side. I would like to have the "add a guest form" have a default "Preferred Language". Since most of the time we would be selecting one Language. Then that would still give the option to select a different "Preferred Language". The following code is an example of how I see that working. <!DOCTYPE html> <html lang="en"> <head> </head> <h3>Please select a Language:<h3/> <select> <option value="1">Chinese</option> <option value="2" selected>English</option> <option value="3">Spanish</option> <option value="4">German</option> <option value="5">French</option> </select> </html>
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Feature Enhancement
Queue Display Order
We’re aiming to establish a consistent ordering logic across all queue and topic selections within INVO. For example, when creating text threads, we want the options to default to alphabetical order. This same ordering behavior should apply uniformly across all queue and topic configurations to ensure a predictable and user-friendly experience.
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Feature Suggestion
Text reporting
I would like to see campaign reporting that reflects how many campaign texts were sent for each specific campaign and how many members replied back to those campaign texts. I would also like to see agent reporting on how many texts each agent has worked.
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Feature Enhancement
Queues follow branch hours
Currently, we can set our app/web hours and the queues will reflect closed outside of those hours, but branches are still able to sign members into kiosks after the closing time of those queues. I would like for there to be a failsafe that reflects the queue is closed if employees attempt to sign members into closed queues.
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Feature Enhancement
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