Calls: Enhanced Call Controls for Agent Permissions
complete
Ahmed Nassar
Business problem:
- As a manager, I want to restrict call capabilities for agents and align incoming call menu visibility with agent user restrictions so that I can ensure compliance and improve call handling efficiency.
Desired outcome:
- Ability to configure call permissions per agent role
- Incoming call menu visibility aligns with agent restrictions
- Improved control over call-handling capabilities
Use Cases:
- Managers restrict outbound calls for certain agents
- Agents only see call options relevant to their permissions
The current workaround:
- N/A
Ahmed Nassar
complete
Enhanced call controls for agent permissions is now live! 🎉
Managers now have better control of what agents can and can’t do on calls, improving compliance and efficiency. 🚀
Tomas Tiseyra
Essential for agile agent management and avoiding errors
S
Shi Hui
in progress
S
Shi Hui
planned