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Improve Status Locking Feature by Implementing a Pop-up notification
Publicado 16 de out. de 2024
Add a pop-up notification that will be triggered when user is on a locked status and trying to open or start a productive task/ticket. A notification like “You're trying to open/start a ticket while on a locked state. Do you intend to start productivity?” with option to “Stay” or “Start Ticketing”. The pop-up notification will also prevent agents to open tickets in ZD until they switch their task manually or select from the popup option.
The Task Lock feature is good. However, most of the time some users forgot to unlock their status before starting productivity which compromise the credibility of productive data being recorded. This also adds an unnecessary task for WFM team and managers to make some time adjustments on the Agent Activity upon request which again compromises the credibility of data.
By adding a popup notification, it will eliminate the need of Agent Activity time adjustments because agents can no longer use the “I forgot to switch status” and it will also keep the data credibility of productivity time recording.
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2 comentários
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
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Tiago Magalhaes
This is a great feature request and one that makes perfect sense. I've added it to our backlog. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
Thank you again for your time!
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