Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue [ex. agents, admins, customers, etc.] (2-3 sentences)
Requesting to add an option for a sound when an agent is sent a message as part of automation in Zendesk WFM as well as an option to customize the actual message.
What problem do you see this solving? (1-2 sentences)
Some agents can forget to even read the message or not see it at all if it doesn’t have a sound or alert, voiding its purpose altogether. As much as we’d like to keep tracking honest, some activities if locked for too long skews metrics so having customization options would be helpful.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
Since May when we launched WFM.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
No - there is no workaround.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)