Settings and activity
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23 votes
Edith
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Block a number Globally for the entire company, without it being attached to a Super Admin extension
10 votesEdith
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4 votes
Not clear. Define "no customer" activity
For the part about if chats are closed by customers, assuming that we're talking about Live Chat: if customer abandons chat, but leaves email or phonenumber, should this not reach an agent?
Are you proposing to remove abandoned chats from the queue?
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6 votesEdith
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13 votesEdith
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4 votesEdith
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2 votesEdith
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5 votesEdith
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7 votesEdith
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59 votesEdith
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29 votesEdith
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8 votesEdith
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5 votesEdith
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12 votesEdith
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3 votesEdith
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62 votes
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Analytics Access for Supervisors: Supervisors should be granted specific Analytics access, allowing them to view all relevant data. This can be set as an Analytics Supervisor role, providing them with the necessary permissions while maintaining restrictions on other settings.
Managing Assigned Users or Teams: Supervisors should have the ability to manage only their assigned users or teams, ensuring they have control over their direct reports.
Restricting Access to Other Settings: Supervisors should not have access to other settings that are restricted to Admin roles. This will ensure that they can perform their duties without compromising sensitive configurations.
Limiting Visibility to Specific Queues and Agents: Supervisors should only see agents and data related to their specific queue, excluding agents from other queues. This will help in maintaining focus and avoiding confusion.
Edith
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6 votes
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Option in Analytics Performance Report queues that will be aggregated into hours instead of days when the date range is changed to monthly or quarterly.
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9 votesEdith
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4 votesEdith
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10 votesEdith
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Currently, chats with no customer activity are being directly routed and assigned to agents. Ideally, these chats should be automatically reopened and returned to the general queue instead of being assigned to individual agents. This change would help ensure that agents are only assigned active or relevant chats, improving efficiency and customer experience.
Additionally, if chats closed by customers and then routed to agents is the expected behavior, this request aims to provide an alternative flow for organizations preferring a different process.
We recommend considering this feature for future updates to offer more flexible chat routing options.