It would be nice if we could have multiple Admin Users. Also it would be nice if we could have Super Admins where they would have the ability to see all CRM Profiles and assign other admins to specific CRM Profiles.
The Admin Portal is a very nice tool to use but we would like to suggest some enhancements.
Role based Accounts – this tool has created a need for an admin role on each server, but to properly delegate responsibility for a task like this there should be a role that would only have access to the Agents tab.
- Admin Role – Agents Tab only
- 1st Level Support – Read only Agents Tab to confirm correct details
- Developer Roles – All tabs, Multiple named accounts
- Some sort of admin screen for these
- Some Audit logs for changes made to the portal config
Also, see your current Password change display, I assumed and I was right that the text boxes were current password, new password, confirm new password, but some labeling would eliminate any confusion.
Throughout UAT we have been confronted by the users asking what exactly is the expected behavior of the adapter.
There is no documentation on what should be expected when a user receives a call, transfers a call, holds a call, how calls relate.
Can AMC provide a document for users to guide them in what to expect?
When popping a record in the Adapter, the current search functionality search all sfdc records for any matches, causing mismatches, especially with internal calls which can match other types of record names
We would like to be able to limit this search to specific fields in specific objects, such as Prospects, Leads, Account
In Salesforce integration when an agent needs to transfer a call he needs to manually type in the phone where he wants to transfer the call , would be useful if the agents could use the click to dial feature to start a transfer an not just to initiate a completely new call.
I know there is a option for SSO by passing credentials from the web browser, but this works mostly with IE only and IE is not compatible with salesforce lightning. Would be good to have the option to link the AMC users to a AD so they can use SSO features to log in instead of entering their AMC pw every time they log in.
- We would like to be able to track the time between when a call is presented to an advisor and when the call is accepted.
Given the depth needed for regression testing in dev environments for hotfixes, I feel there is a need to begin supplying unit test for hotfixes that test previous functionality after installation of a hotfix.
Hope this is something that AMC would consider.