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.

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.

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.

when a third person joins the call through our platform, that person basically has no rights to the call and is in a "view only" kind of status. They cannot participate in co-browsing, docusign, etc. this enhancement would be to make a third party able to participate in those actions.

As a user of the Invo Text Platform and utilizing multiple Text Numbers when incoming texts are displayed on the dashboard I would like to see a filtered list (Via Nesting) via number, then via queue. Current Nesting: Text➝Queue Nesting option: Text➝Number➝Queue