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Good Ideas Backlog
Chris Thomas edited this page Jan 19, 2015
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All of these ideas need discussion and more details, but are here to act as a capture point for our conversations and to provide some thoughts around what to incorporate.
- Initial location based on geolocated map, then if higher proximity is needed as ability to also locate based on Ibeacons if present
- Ticket tracking
- ticket transfer
- ticket ownership
- Pre-created response templates to allow quick responses to similar / common questions
- Ability to take a response and save as template (templates can be private or global)
- Report writer
- Report viewer
- SLA management
- Customer survey followup
- Heat map of product search and keywords
- Agent service metrics - tickets per shift/agent/day, per last equivalent period, customer stat etc
- Ticket routing rules to agent depending on nature of question - to also consider using a pre-agent help desk for some types of quesry and then seamless transfer to agent if escalated eg where to find this - response Isle 7 (is a general call centre response) - can someone show me how it works (transfer to person in dept)...
- Central shared database of client
- Customer specific databases (either premise or within hosted environment) of the organization specific data points - at min each organization to have their own database/s
- Crowd sourcing opinions
- Don't make this store specific. Allow to use in stores that aren't part of the program.
- Collect statistics that are geo-fenced so that we can show potential brands that people are already using the app.
- Need a way to get product searches