I'll often submit a support case with a 1 or 2 priority level, at the time thinking the impact is currently minimal.  Due to the time taken to get back to me or when realising that the impact of the issue is more widespread, I have often needed to get the issue looked at sooner and it may become a level 2 or 3 issue.

Rather than pick up the phone to you guys, it would be better for both of us if I could just upgrade the case priority level on your website to let you know that the issue has become more of a concern.  At the moment, all I can do is provide a text update which I assume does not impact that priority level?

I would like to see the reference number of the incident included in answer that was proposed from an incident. Many times when pushing answers through a review process, it might help to be able to go look at the incident that the answer was proposed from, but in the release that we are on (Feb. '07) it does not provide this data in the proposed answer.

At this moment, If you can see the incident, you can edit it. I would be nice to have options to create "view only" reports or workpace options. This way could can prevent agents from editing old incidents, or other incidents they're not allowed to edit while still being able to view them (for information or customer history).

There are some workarounds possible, and some settings in the workspace editor,  but i don't see any real solution.

Hello everyone,

One of the features we are thinking about doing in a future release is to provide a round robin feature that recognizes the on-line status of agents working round robin queues as part of its assignment policy - currently round robin will assign to agents regardless of whether they are currently logged in or not. In order to polish the requirements for that feature, we'd love to get your input on what you feel would be important requirements. I'm particularly interested in feedback from customers who use round-robin today.

1. Round Robin (as currently implemented) does not take into account the Max Inbox size of a agent - that functionality only takes account of pull requests from the agent. Should the Max Inbox size also be considered for logged in agents?

2. We don't currently support the concept of a queue - any unassigned incidents are auto-assigned as they come to the next agent (regardless of availability). For Round Robin that has been configured for logged-in users, what would you like to happen if an agent isn't available - should the incidents be queued until agents are available?

3. If the answer to question 1 is 'no' - what would you like to happen when your first agent logs in at the start of your daily support hours? Should they get all the incidents that are queued up?

Scenario

A customer has either just had a birthday / account creation anniversary within the last 7 days or will have one within the next 7 days.  I want to highlight this fact to advisors on their workspace using a workspace rule, allowing them to add a personal touch and possibly mention it on a call, arrange a special offer for the customer etc.

Solution

Currently, writing a rule on a date field will allow me to pick up on current value equals, not equals, is null, is not null, less than, greater than.

I understand this gets complex due to only needing to look at the day and month element of the date field (ignoring the year) but I would ultimately like the flexibility to write a rule such as:

IF <custom date field> current 'day/month' value is -7 days to +7 days from current date

THEN ....

I hope this makes sense, please let me know if not!

Chris

Currently, if an agent does not have permissions to publish an answer, it simply removes the 'Published' status from the drop down menu when they have an answer open - therefore, if an agent opens a ticket to look at it and then closes it, and inadvertently saves the answer, the answer becomes unpublished.

Our agents still need to change the Status of answers, so they can move the answer through their content lifecycle - Draft to Review, for example, to let people know that the answer they created is ready to be reviewed for publishing. 

So - maybe make the 'Published' status grayed out and be unchangeable in this situation?