Annelies Boonants

in settings>agent tools>layouts, you can now customize what the agents see where, great! I would have a feature request though, that the side screen returns to the original width after opening and closing an app. Now after opening and closing an app, the widget I have at the right, doubles in width, and I need to put it back manually
 

agents send emails to these mail addresses and think they helped the customer, but this is not the case as we don't have an email from the customer. 

Can this mail remain empty (so a public comment cannot be sent), or that the agent rather gets an error message when trying to send an email?

=> we work with voicemails, so a lot of those get those ‘fictional without-email’ email addresses, which is very prone for error and not customer centric at all

We don't have a direct line, we only allow voicemails/abandoned calls. This is why these should be part of the routing. Now we need to assign them manually, which is a hassle and the opposite of efficiency :)