Posts

Posts

  • Kyle
    [Delivered] HTML formatting within agent responses100101
    Idea last edited August 20, 2013 by Camille ChristophersonSpecialist, 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.

  • Anthony Hayes
    Off the Record Reporting4
    Idea posted August 28, 2018 by Anthony HayesRookie, tagged Reporting, System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    Off the Record Reporting
    User Story / Description:

    As a user of the Off the Record function that is available, I would like to be able to see how many times the Off the Record button has been pushed.  Currently there is no out of the box reporting that tracks that. We have created a standard text for our agents to use when they want to use this button, but it would be nice to see if the button is being used more then standard text is. 

  • Jamie Watson
    Urgent routing should provide an option of whether to pull...3
    Idea posted September 4, 2018 by Jamie WatsonExplorer, tagged Field Service, Incident Management, System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    Urgent routing should provide an option of whether to pull tasks from Non-scheduled
    User Story / Description:

    We recently started using Urgent Routing and have found that it pulls tasks from the Non-scheduled pool of tasks. Our technicians refer tasks to Non-scheduled for multiple reasons, often because the task needs to be dispatched to another type of tech. Automatically re-routing the task to the same type of tech provides no benefit to us, and actually can cause us to miss the task since we don't get the chance to review it before it's routed to the wrong tech. We need the chance to change the skill and/or manually route the task to the proper tech.

    We're proposing that pulling tasks from non-scheduled should be an option to be decided by the company using the feature.

    Please reference ticket 180824-000087: Urgent Routing pulled task fron Non-Scheduled for more information regarding our situation.

  • 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

  • Jelsiao
    Ability to customize case workspace on user's...1
    Idea posted August 31, 2018 by JelsiaoJourneyer, tagged Agent Desktop, System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    Ability to customize case workspace on user's preferences
    User Story / Description:

    Some of our agents have suggested to have the ability to hide fields and tabs from the case workspace that they don't need.

  • Jelsiao
    Create rules based on Standard Text selected13
    Idea last edited August 15, 2018 by eleepHero, tagged Agent Desktop, System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    Create rules based on Standard Text selected
    User Story / Description:

    We'd like to be able to create a rule based on standard text selected.

    For example: We have a standard text asking customers to confirm if issue is resolved. We'd like to be able to create a rule where if that standard text is selected, then the status can be automatically changed.

  • Jelsiao
    Ability to save report formatting changes and other...1
    Idea posted August 31, 2018 by JelsiaoJourneyer, tagged Agent Desktop, System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    Ability to save report formatting changes and other settings.
    User Story / Description:

    Currently, whenever there is a change to a report, or a user resets local settings, or a user's profile is changed, all their saved formatting changes and other customizations are wiped out. There should be an ability to save them and maybe load the saved settings after a major change has been made.

  • bkone
    [In Development] Custom Fields that can handle Currency...5584
    Idea last edited April 26, 2016 by eleepHero, tagged Other, System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    [In Development] Custom Fields that can handle Currency (or at least a currency mask on text fields)
    User Story / Description:

    Due to our business model we have a need to forecast estimated and/or deferred revenue using custom fields on an Opportunity.  Presently we are unable to create a field that be formatted as currency.

    Solution Idea 1:  Text field where the input populates from right-to-left rather than the current lef-to-right.  This would allow us to use a custom text field with a mask that we could then convert to currency in reports.

     

    Solution Idea 2: Currency field that hits the currency table without having to convert it to currencies in reports.  This would prevent us from needing a custom field for each currency.

     

    Are there any plans for resolving this issue in the near future??

  • vivted
    [Not Planned] Ability to merge contacts easily2848
    Idea last edited July 14, 2015 by KeriInnovator, tagged System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    [Not Planned] Ability to merge contacts easily
    User Story / Description:

    We frequently have people respond to incidents from more than one email address.  When we are adding contacts and realize someone already has a 2 contact records with different email addresses, we would like an easy way to merge the two contacts and merge the list of incidents assigned onto one contact record.  It could be something like adding both contact records to an incident and then merging them.  Or from the contact list, being able to designate 2 contacts to merge into one with one having the primary email address and the 2nd one becoming the alternate email address.