-
Webchat improvement suggestion
91706 - Robin Lawson - Hiscox Webchat improvement - Like any standard webchat analyst should be able to take two or more chats at once, a key feature - This is missing in ASM for some reason - When analyst take a chat they go to "available busy" a...0
-
More than one Chat queue in a single partition
A second chat queue option would be useful for departments that are still part of the main organisation, but want to offer a chat feature that is directed straight to their team. Something that can be centrally managed so only the queues are visib...0 Reviewed by Alemba Product Manager
-
Set a start and finish time for the chat feature so it can add/remove itself at specific times
We are manually switching chat on and off during the day so that agents are only logged into it within specific time frames. Can we set any time frames in which Chat can be used?0 Reviewed by Alemba Product Manager
-
Allow Analysts to pick up multiple chats
Allow Analysts to pick up multiple chats. Currently Analysts can only action one at a time. -
New Field on Call Details Screen
Useful to track amount of time spent Chatting to the Customer on the Portal
0
Reviewed by Alemba Product Manager
-
Delete/Close down unanswered chat calls
We have noticed that when a customer starts and then ends a web chat before an analyst has answered it keeps the call open and assigned to the service desk. this is resulting in calls being submitted to us with little to no information. is there a... -
Use Google Cloud AI for ASM Chatbot
Chatbot currently only supports Azure AI
0
Reviewed by Alemba Product Manager
-
Analyst able to create Teams/Livechat discussions and record in tickets
Users can instigate Teams and live chats from the portal. ability for the analyst to be able to instigate those chats with the same record into ticket features.0 Reviewed by Alemba Product Manager
-
User Sound Notification when Chat updated in SSP
Is there any way we can get the chat to play a sound for the end users (not the service desk) when a chat message is received?
0
Reviewed by Alemba Product Manager
-
Transfer attachments from teams chat to ASM Call
Would be useful to be able to transfer attachments uploaded in the Teams Chat to the ASM Call when the Teams Chat is ended, currently it will bring through the Chat Transcript into the ASM Call History only.0 Reviewed by Alemba Product Manager