Hi Team,
We will be implementing Guided mode in one of our instances, however we would like to request a couple of enhancements to the “Skip” functionality as it cannot be customized.
- We would like to be able to select an option where we can mark “Ticket Skip Reason” pop-up text to be Required (Mandatory).
- We would also like to see an option where we can disabled the “Skip” button entirely, so agents will not be able to skip offered tickets.
This will give us more control and insight into gaps in agent knowledge, so they addressed in a timely manner. .
Currently we are not using any workaround for this.
Ideally, additional checkboxes can be added under “Roles” if permission is set to “Play views only”
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!