Feature Requests

A client has requested the ability to view the amount of time an agent has spent wrapping up a call after a member has cancelled it. The attached image has a depiction of what this would look like on the monitor page

Currently, we only show chatbot interactions where the end-user chatted with the bot on the chatbot reporting page. We should also show agent-only chat interactions for this reporting. We will need to distinguish between interactions with the bot and with an agent.

I would love to see the time variables on wait time and time to completion separated for business hours and those received after hours. Since we are closed over the weekend and at night, it looks like our wait time is significantly longer than the actual live response times of our agents. It is important to know how quickly we respond when we are here, but the data is not accurate when it shows 50 hours from the weekend.

Access to view the previous day notes that were entered when call was placed.

I'd like to be able to have reporting on the amount of time agents are at work, but not actively taking calls. This is a common call center metric, but not currently available in the video channel. We would like an easy way to see the productivity of each agent and the time spent outside of active calls.

Occasionally agents will review chat history in a live thread. While scrolling through the conversation, the scroll bar position will reset if any new texts are received, or the "user is typing" status occurs in-thread. Request is to research if there's a way to prevent the thread from refreshing while an agent is actively scrolling through the thread, or at least prevent this from happening during the "user is typing" status. This would allow staff to more easily review the conversation history during live dialogue with our members.

Client Request: We would like to put in a feature enhancement request. We would like to request that when the caller is calling in to start a video banking call, we would like for the system to be updated to where it is not required for the caller to turn on their webcam. If needed, the agent can request the caller to turn on the webcam once the intent of the call has been established.

we have a situation where we want to keep a web channel open for later hours than other channels for certain queues. The enhancement request would be to allow granular control of a channel's hours for each queue.

given an agent assigns a Member from the lobby to a queue When it is past the queue open hours then an alert should notify the agent that the queue is closed.