Posts

Posts

  • Kyle
    [Delivered] HTML formatting within agent responses100101
    Idea posted June 23, 2009 by KyleLegend, tagged Agent Desktop, System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    [Delivered] HTML formatting within agent responses
    User Story / Description:

    Does anyone see the benefit for giving the agent the ability to send a reply back to the contact with HTML formatting instead of plain text? Personally I'd like to use bold, italics, bulleted/numbered lists, and other types of formatting commonly found in an email client. I would even go one step further and allow for inline images to be dropped in, much like the functionality here within the Lithium forum.

  • paul parkinson
    Trigger Collaboration Message to Field Engineers Manager1
    Idea posted September 14, 2018 by paul parkinsonRookie, tagged Field Service in Discussion Forum > Idea Lab public
    Title:
    Trigger Collaboration Message to Field Engineers Manager
    User Story / Description:

    In the Sky TV OFSC implementation, we aim to trigger a message to a field engineers manager instructing that an activity’s duration has been extended or an activity has been closed as not done. It is currently possible to send this message via email (as we will hold the field manager email address within a property). However, ideally we would like to trigger a collaboration message but Recipient is restricted to Resource or Static Address, a team manager would be dependent on the Resource, but not the resource themselves. Can we find a way to associate a user with the resource without it actually being the resource?

  • Zsolt
    Map view multiply layers reaction times
    Idea posted September 12, 2018 by ZsoltMaster, tagged Field Service in Discussion Forum > Idea Lab public
    Title:
    Map view multiply layers reaction times
    User Story / Description:

    As a dispatcher (or a technician) I often work on the Map view. When I move the focus with the mouse with drag (or zooming), the different layers reaction times are different (I mean default map layer and activity letters + driving direction layer) which is hurt my general feeling about the product. The system can treat all information as a different layer (map, activities, WZ), but I need a combined one to give a smother experience.

  • Zsolt
    Groups for Vanilla Manage hamburger menu
    Idea posted September 12, 2018 by ZsoltMaster, tagged Field Service in Discussion Forum > Idea Lab public
    Title:
    Groups for Vanilla Manage hamburger menu
    User Story / Description:

    As an OFSC user I have many main menu elements, when I use Classic theme then items are grouped together as it's defined within UT, but if I choose Vanilla then all items are listed within the hamburger menu and I need to search for the required item in a long list. I believe the group functionality can give a clear and easier overview here. I also have issue related to the sorting: if I sort the menu elements with English names, then the order will be illogical with an other language or I need to make a new UT just to avoid this.

  • Chris Mengel
    Move records from one content type to another
    Idea posted September 11, 2018 by Chris MengelRookie, tagged Knowledge Advanced in Discussion Forum > Idea Lab public
    Title:
    Move records from one content type to another
    User Story / Description:

    As a content author I would like to be able to move content from one type to another so that as our content model changes records are in the correct content types.  My expectation would be, because content types and their available products/categories do not match, that I would have to go through a mapping page OR even just give me a side by side screen like translation that I could use to copy and paste from one type to the other.

  • Chris Mengel
    Wait indicator in Authoring
    Idea posted September 11, 2018 by Chris MengelRookie, tagged Agent Browser UI, Agent Desktop, Knowledge Advanced in Discussion Forum > Idea Lab public
    Title:
    Wait indicator in Authoring
    User Story / Description:

    As an Authoring user I expect that there be some clear indication that my click has been received so that I do not click again.  For example, if I change some content type configuration and click Save there is no way to know whether or not my click has been received until it leaves the edit screen and returns to the list of content types.  If the application is running slowly, this can be ample time for me to click hundreds of times, unsure of whether or not anything is occurring.  An indicator near the cursor, similar to Engagement Cloud, would be sufficient.

  • Mike Usmar
    Add support for ALT text to workspace images for Browser UI2
    Idea posted September 10, 2018 by Mike UsmarRegular, tagged Agent Browser UI, Agent Desktop in Discussion Forum > Idea Lab public
    Title:
    Add support for ALT text to workspace images for Browser UI
    User Story / Description:

    Currently images added to a workspace do not support ALT text, meaning these images are not WCAG compliant when using Browser UI.

    Could an "alt" text attribute please be added to workspace images, and have the option to set this possibly under the 'Design' ribbon tab of the workspace editor.

    This would allow our current project to move existing Agent Desktop workspaces (with many images) over to Browser UI, and maintain WCAG compliance and user experience (with images).

    Thanks
    Mike

  • Colin McWilliams
    option to display Country names instead of ISO code when...
    Idea posted September 7, 2018 by Colin McWilliamsJourneyer, tagged Agent Browser UI, Agent Desktop in Discussion Forum > Idea Lab public
    Title:
    option to display Country names instead of ISO code when displayed in a workspace
    User Story / Description:

    Per Answer ID 7927, when a Custom Object is created that uses countries as a drop down menu, the output when this field will be used is the ISO Code for each country. This is the intended behavior and the output cannot be changed.

    This is fine for integrations, but agents generally have no practical reason to view ISO codes in a workspace, and the end result is confusing to them.  So while we don't want to undo the ability for the menu to return ISOs to integrations, we would love to have an option to display Country names instead of ISO code when it is displayed in the workspace.

  • David Hebden
    Link Collaboration profiles to bucket group automated2
    Idea posted September 7, 2018 by David HebdenRookie, tagged Chat, Community, Field Service, System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    Link Collaboration profiles to bucket group automated
    User Story / Description:

    When a group for collaboration is created in line with an individuals profile / existence within a bucket. If the individual moves team or bucket can they simultaneously move into the new collaboration group. This is to prevent communication / broadcast channels being lost when an individual moves. 

  • Elliott Whaley
    Collaboration Configuration
    Idea posted September 6, 2018 by Elliott WhaleyNewbie, tagged Agent Browser UI, Chat, Community, Feedback/Surveys, System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    Collaboration Configuration
    User Story / Description:

    Hello,

    We would like to be able to configure collaboration in a way we could include a custom sound when a message comes through to a helpdesk and then a reminder in 10 minutes time for example to make sure they weren't forgotten about. This would help us enable our schedulers to realise that they have a collaboration message waiting for them to respond to. As quite often it has been missed as it isn't always very visible when you are extremely busy it is one of them things that can be forgotten.


    Another idea for this would be to get the colour to change and flash to make it like a instant notice along with the sound potentially. This is again to make it more obvious and visual to the user in case the users speakers weren't working or had their sound turned down and had forgotten this was the case.

     

    With this we would require some form of reporting to see potentially how quick they are being answered, and a good way to eventually send out surveys and things.

    This would help us roll collaboration out across our business easier and more acceptable


    Thanks,

    Elliott