Feature Request Summary:
In Agent Workspace, Context Panel, Knowledge tab, it would be nice to save the filters for when accessing the next ticket in both play mode and manual accessing tickets.
When having multiple Help Centers across multiple brands, including an exclusive internal brand, it would be really helpful for agents to have access in their knowledge search all the time.
It's a waste of time having to set filters everytime entering a new ticket, when all you want is to have content from a specific amount of Help Centers available at all tickets.
Business impact of limitation or missing feature:
The business impact is probably about 10-15 seconds of extra usage on all tickets, increasing AHT since the filters will have to be set every time you enter a new ticket.
The math is pretty simple if you want to calculate the cost of the increased AHT.
Bitte melden Sie sich an, um einen Kommentar zu hinterlassen.