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.

  • Jacqueline Kelleher
    [Under Consideration] Provide Report of all incident rules...74142
    Idea posted June 10, 2010 by Jacqueline KelleherWhiz, tagged Reporting, System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    [Under Consideration] Provide Report of all incident rules and their conditions/contents
    User Story / Description:

    Can you please provide a report which gives a list of all the incident rules and their contents?  It would be great to get this as a Standard Report as I think all system administrators would find this useful.

    As a systems administrator I am trying to review all our incident rules and clean them up but there are over 200 just for one region!  It has been very manual to map out the incident rules before the clean up.

    As we have such a large number of Countries and Languages in Europe we have a lot of incident rules.  I need to review the rules to make sure they are still set up correctly after changes to our call centre structure and that they are in the right order.

    As some rules have many "If" and "Then" conditions in them it's hard to find what I need when I need to change just one little thing as there are just so many rules.  For example, if all incidents from France are now going to be handled by a different team, I need to be able to see all the rules that have France in the "If" or "Then" statements.  I am limited in the information I can put in a rule name to help me find what I need.

    This report would be a life saver and would save administrators a lot of time when they have to review their rules or make changes to rules or to get an overview of the rules for a management team.

    I hope that my idea will be considered :-)

    Thanks, Jacqueline Kelleher

  • Chris Martin
    [Under Consideration] Allow Pick Lists & Hierarchy...63114
    Idea posted June 24, 2009 by Chris MartinMaster, tagged System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    [Under Consideration] Allow Pick Lists & Hierarchy Structures to be custom field types
    User Story / Description:

    Concept:  Allow Pick Lists and Hierarchy Structures to be custom field types.

     

    The reasoning behind Pick Lists (which are menu's that allow you to select multiple items) is that often choices are not Mutually Exclusive.  For example, we use custom fields to control which interfaces out KB content should be available too; instead of having 5 yes/no custom fields for each interface, it would be great to have 1 custom field that we could simply check off the interfaces the content should be available too.

     

    The reasoning behind the Hierarchy Structures (similar to products/categories) is to provide more granular detail on selections.  For example, if we want to use dispositions as a general concept of what general activity was used to resolve the issue, our product team still wants to know the specific issue that caused the problem; so having a very granular hierarchy selection to further define what bug/issue the incident was related to would be very helpful.  A second example - our tickets are escalated often to different departments, but the initial Customer Service person is still 'responsible' for the ticket.  We have an 'Owner' field, but it is a single manually controlled drop down menu that gets very long, as it contains all of the names of people who could be 'Ticket Owners'.  Being able to replicate the 'Assigned' drop down menu with a 'Group/Staff Account' like structure would make for much better usage.

     

    ~Chris

  • Colin Campbell
    [Delivered] Idle User Log Out3798
    Idea posted July 24, 2009 by Colin CampbellExpert, tagged Agent Desktop, System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    [Delivered] Idle User Log Out
    User Story / Description:

    New functionality allows RightNow to lock the account of a user who has been idle for a certain amount of thime.  This does not log them out of the system, but requires the user to enter their password again to continue.

     

    We are aware of some users who lock their desktops at the end of the day and go home, leaving all applications logged in.  This uses a valuable concurrent log in slot...

  • Kyle
    [Under Consideration] Dynamic form functionality for Ask a...8590
    Idea posted June 23, 2009 by KyleLegend, tagged Customer Portal, System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    [Under Consideration] Dynamic form functionality for Ask a Question page
    User Story / Description:

    This idea has been around for awhile and I'm guessing we'll get closer to it now that CP is emerging. When discussing it with RightNow we refer to it as "dynamic forms". Think of it this way... you're at the Ask a Question page and the first field at the top is the product (or category). Based on the product that's selected the entire form can change. You can literally custom capture unique incident information based on that product. For instance, let's say you're an IT help desk and your topics (products) include Hardware, Software, Networking Issues, Email, etc. If the end-user selects Hardware then the form changes and includes fields about the type of peripheral device, serial number, warranty info, etc. If it's a software issue then the form contains fields about the software title, version, license number, etc. Networking Issues may include questions/fields about connection speed, type, firewall enabled, etc. There are endless uses for this type of functionality especially when you factor in what you could do with the analytics behind it.

    Again, I'm hoping we're closer to seeing this feature within CP but that would be under the caveat that it's generally available and can be configured via a menu system rather than having to dive in and massage the code.

  • bkone
    [In Development] Custom Fields that can handle Currency...5584
    Idea posted February 22, 2010 by bkoneWhiz, 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??

  • GregMeyer
    [Under Consideration] Provide ability for staff accounts to...1774
    Idea posted June 25, 2009 by GregMeyerWhiz, tagged Agent Desktop, System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    [Under Consideration] Provide ability for staff accounts to have multiple account profiles in RN
    User Story / Description:

    Many of our console users have multiple roles, and it would be very helpful for them to be able to switch account profiles without asking to be reassigned to another account profile or utilizing multiple console accounts.

     

    Use case: "Administrator" needs to test as a "Knowledge Base Author"

     

    What happens today: "Administrator" sets him or herself up as a Knowledge Base Author profile temporarily for the purposes of testing, then switches back to Administrator profile.

     

    What should happen: If "Administrator" has the rights to logon as a different profile, provide a drop down list of roles/profiles at login time.  Also offer the ability to switch profiles during a session (either to spawn a new console session or to change the context of the current session)

  • DmitryLZ
    [Delivered] Has the attachment been sent with the incident??6073
    Idea posted August 6, 2009 by DmitryLZSpecialist, tagged Agent Desktop, System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    [Delivered] Has the attachment been sent with the incident??
    User Story / Description:

    Current state:

    I can see if a file has been attached to an incident.  It does not mean that it was emailed to the customer.

    We can send the attachment to the customer 2 ways:

    1. Attach a file to the incident, then "check" it under attachment button

    2. Just attach a file to the email without attaching it to the incident.

    We train our CSRs to use #1 above, however, there is nothing in the Audit Log to indicate that a response that was sent contains an attachment.

    Desired change:

    We (RN users) should be able to see if the attachment was indeed sent to the recipient of the email, or if the agent that sent it simply forgot to "check" the box.

    Also, we should be able to report on

    • How many incidents have attachments.(incoming/outgoing)
    • How many attachments were sent to customers

    Impact:

    Analytics: Our sales teams frequently sends customers a "Guide" that helps the customer choose which product they need.  If we could report on how many times a Guide A was sent vs Guide B, it would be extremely helpful.

    How many of our incoming incidents have an attachment? - this would be an excellent data point.

    Customer Support: Agent can see right away that an incident was sent to the customer without an attachment and resend it.

    If we can report on attachments, we could also add it to the "view" so that looking at the list of incidents, i could see which ones have an attachments (just like i see them in Outlook)

    Training:  if we see a trend - one agent keeps forgetting to "check" the box - it's a training opportunity for that agent.

    Dmitry.

  • SC
    [Under Consideration] Create an Administrative Log3171
    Idea posted July 24, 2009 by SCSpecialist, tagged System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    [Under Consideration] Create an Administrative Log
    User Story / Description:

    At present there is no log for administrators changes(who, when, description of changes such as:

    - changes to staff accounts(who created, who edited)

    -rule logs changes(when changes were made , by who, what changes)

    -Custom Fields(who created, when)

    It is good to have this

  • Ronald Hileman
    [In Development] Audit log does not provide enough Details4180
    Idea posted June 7, 2013 by Ronald HilemanWhiz, tagged Agent Desktop, Reporting, System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    [In Development] Audit log does not provide enough Details
    User Story / Description:

    We would like to be able to see what field(s) were edited and possibly the before and after values of these fields when an incident is edited.  Currently, we only have the message, "Edit"   and "Edited from : Incident Editor".

    The transactions table only has queue and status information in the attributes.

     

    We would like to know what field(s) were actually edited/modified.

    Thanks.