TA Portal Quality screen needs better formatting. Error Code Selections should be a list box or Check boxes with multiple columns. Also allowing for descriptions to be added to Errors to display so users can intuitively select the appropriate codes not leverage an outside reference. Here’s an example of how bad it looks because we have screen-field level error codes ... View more

Custom Searches in portal that do not require manual building of Stored Procedures. Use Case: As we look to move groups to AWD Portal, the smaller outlying groups they have custom processes that leverage specific Lookups through Viewstation that are not available by default in Portal. Historically creating Stored Procedures has been difficult and there is little to no support from Customer Care, unless you want to enter a Professional Services engagement. ... View more

Automatic data packaging for TA / TRAC APIs – I think this one was already on the roadmap, but AWD so format the data in the exact way the APIs need it.  We should not need to manipulate the data for the APIs. ... View more

Communication/notification tool that provides insight to shareholders/representatives on the status of work – this could be integration between TA/AWD and other CRM tools, etc. This would help reduce status inquiries to Contact Centers, potentially address NIGO work more quickly, and share information across internal departments as appropriate, etc. ... View more

It would be nice to have a Predictor (i.e. which will give a drop down of Options containing the eligible LOB field/Variable – for Example If we type ‘RO’ It should give the Variables/LOB fields which start with that).  This would be very beneficial when developing as we have to currently wade through the complete list of LOB fields/Variables/Inputs/outputs to map what we need. ... View more

Allow security to be driven by Work Step in a Process – When defining a process, it is very easy for management to see the user tasks, and think in terms of ‘who should work items in that step.’ It would be very beneficial if work types associated to processes were governed by a security paradigm that was based on the step, as opposed to BA/WT/STAT/QUEUE ... View more

On premise option for customers or availability of SaaS service in more regions (EMEA, Asia etc..) ... View more

Broader data privacy, data transfer terms to accommodate more regions than adding them on country by country basis. ... View more

The dashes in the SSN/phone #s seem to always come through as questionable even when typed and clear. ... View more

Being able to delete cases if needed (like duplicates). I think these drop off after 7 days, but the ability to delete would be nice to have. ... View more

Data Formatting: Add a bank of regular expressions for use instead of having to google it.  So we drag in the expression for formatting this to a phone number and then do the function. ... View more

We need a ‘birds-eye view’ of which Processes, Automation Services and Presentation Services are being used, so that it would very helpful to know if workflows are not being ever traversed through, which will allow us to retire and simplify our ‘code base’. It will be easier for us to navigate and maintain the flows when it gets more and more complex. ... View more

Ability to identify time and effort for manual work processing flows and identify opportunities to reduce processing time. ... View more

User Work Group hierarchy shown visually would also be helpful ... View more

Work ownership for the BusinessArea – WorkType- Queue combination would be helpful, so this can be updated and also made available via Analytics ... View more

Easier and more intuitive reporting capability for individual productivity and performance monitoring. ... View more

Identify additional portions of the product which can be a self service for customers like us. ... View more

Out of the box connector to ServiceNow – We utilize ServiceNow for ticket / incident management and for IT workflow management – seamless integration would allow for more efficient handoffs. ... View more

Out of the box connector to Salesforce – Our Contact Center uses Salesforce heavily while our back office uses AWD heavily – this leads to duplicate entries and inefficiencies in our processes. An out of the box connector to pass data from AWD objects to Salesforce objects and vice versa would be ideal for us and save us from needing to build custom integrations between AWD and Salesforce. ... View more