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Status Future consideration
Workspace OMS - Call Center
Created by Guest
Created on Jul 3, 2023

RELATED IDEAS

Ability to convert rich-text to plain text - Call Center

Today in OMS - Call Center, a user must click on different links, tasks, pages, etc. in order to execute their various day-to-day workflows (some of which are performed many times per day). If users were able to utilize key shortcuts (in addition to clicking) to view links, tasks, pages, etc., then they would be able to perform these workflows more efficiently.


In addition, IBM should enable pasting in plain text (Ctrl + Shift + V) so that when users have to copy information that is in an atypical format, that same user can paste the information in a plain text format that is readable by middleware systems that connect to OMS.

What is your industry? Non-Industry Specific
How will this idea be used?

There are dozens of different use cases for key shortcuts but a few that are most relevant to Brooks Running would be (but are not limited to):

  1. Key shortcut (such as CTRL+1) to create a new order in Call Center

  2. Key shortcut (such as CTRL+2) to create a new return in Call Center

  3. Key shortcut (such as CTRL+3) to create an appeasement (refund credit) in Call Center

User's will could make great use of the pasting in plain text function in OMS when copying information from emails, customer service tickets, etc. and using that information to create a new order or return.

  • Admin
    Jason Cheng
    Reply
    |     Oct 19, 2023

    Hi Logan, apologies for my late response. I am confirming with my SMEs and I will get back to you next week.

    8 replies
  • Guest
    Reply
    |     Sep 27, 2023

    Hey Jason/IBM,

    Just wanted to bump my below message and see if you had any follow-up questions, comments, or concerns.

    Thanks!

  • Guest
    Reply
    |     Aug 15, 2023

    Hey Jason,

    Thanks for reviewing this idea and for getting back to me. Ok sounds good, we can revisit shortcuts later.


    Regarding the point about plain text, yes I am trying to make sure that if a Customer Service Representative copies rich-text, emojis, or any other non-readable font and is pasting it into a manually created order or return, that everything that is pasted into Call Center is in a plain text format so that when OMS passes that information to our middleware system, our middleware is able to read it and transmit the order downstream. Today, there are instances where emojis and non-readable fonts are passed to our middleware via an integration and causes the message to error out.

  • Admin
    Jason Cheng
    Reply
    |     Aug 15, 2023

    Hi Logan,

    In the next-gen Call Center, the UI is much more user-friendly to access key features such as creating a new order, return or appeasement. It should really be one or two after you look up the customer or existing order. We can revisit the need for shortcuts later.


    For pasting in plain text, the next-gen Call Center will actually support rich text format in notes. I think you are trying to make sure rich text is converted to plain text when OMS passes the message to middleware systems. Please confirm. Thanks.





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