Maribeth Penalba

Hi Team,

We are seeking your help in improving or enhancement of the ZD WFM  feature, where agents find the “Activity Locked” is hard to differentiate at first glance whether an activity is locked or not since the button doesn't change anything except its own text.

For example, when an agent goes to break/lunch, they will keep a ticket open and come back to it after the break. To keep the activity, they will need to lock break/lunch, however, the agents tend to forget to switch the activity as it is unoticable and will go over break/lunch.

May we ask to add more feature to avoid issues in changing the activity? like changing colouring/formating to allow agents to quickly confirm whether the activity is locked or not? 

Below are the suggestions you might want to consider:

-"Account Locked" button turns RED or BLACK when clicked.

- "Account Locked" button shows LOCK icon or emoji indication it is ON

- "Lock this activity" button is colored YELLOW to remind agents locking a specific tasks.

We look forward to your assistance and help.