Neon Feature Requests

Text chat between agents (client enquired about this function).

This can be done in Amazon Connect, currently then we have to one by one sync Neon users. This makes Neon a chore

Neon users should have the ability to pause and resume recording via the CCP or the eventual custom ccp

Provide the capability for Neon users to call each other via the phonebook. Extend this ability to allow call transfer options via the phonebook instead of quick connects

Metric group headings at the top of each of the widget tiles. Recommending as it's impossible to tell what Metrics Group / Call campaign your looking at without clicking the edit button

Using Studio and programmable voice, messaging we should have ability to setup failover of backend mirroring existing flows so that in event of a DR situation customer repoints their 1300/1800 to our Twilio termination number and agent stays within Neon with limited functionality -- "Neon failover mode" displayed. Could our Twilio reporting API for new instance be pointed to Elastic search so our wallboards and stats still work?

Drop down menu item that changes any inbound chat to language of choice, then translates written response back to original language of recipient

Ability to set a custom / preset date range on the widgets rather than having to define the time period in days or minutes

hmmm.. this looks interesting and alot of heavy lifting done https://www.conversocial.com/

We've added a new ringtone, but we had a possible selection. An agent should be able to customise/choose their own ringtone based on preference. https://announcekit.app/dashboard/post/168628