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

RPA Integration – Similarly to the Rules Integration, I’d like to see the same thing for Robotic integrations. I’d like to see something like Blue Prism, integrated into the AWD UI. I believe this will go a long way to unite disparate RPA implementations all over the organization, and work them into the AWD Process model. ... View more

Docusign connector with Communications would allow Some Documents and forms to be sent signed and returned under one work object. ... View more

Also there is no way to clear the errored email from the screen so you do not know if it was resolved until you locate the original work object. In many cases the issue is a malformed email address, we built a service that attempts to prevent it but it is not 100% accurate so items still fall through the cracks. ... View more

Update the Document Delivery - Email screen to allow for Errored Emails from Communications to be edited and resubmitted. Today if an email from communications fails it requires manual intervention to reactivate the original work object and reject the request. ... View more

Currently, the views of owned cases by teams or team members is limited to 10 cases per page (with the ability to page through).  Would like to see this increased to at least 50. ... View more

UI Integration/Messaging Marshalling API – We have created several UI customizations for our AWD instance.  It is difficult to allow custom UI components interact with other native AWD UI components.  For example, I’d like to add a javascript on my form, that with the click of a button, will execute a search and bring up results on the search results panel.  A UI API would allow our customizations to interact seamlessly with native AWD, and give a better process experience.  It would also plot a path forward for UI customization stability during upgrades. ... View more

Currently, Update access to the Role Profile / User Maintenance screen allows a user to Add roles and Add/Remove users from that role.  Certain users should only be allowed to Add/Remove users from Roles.  We need the ability to secure these two actions separately.. ... View more

A new User Availability Status of ‘Leaver’ would be very useful, which can be set when someone leaves or no longer needs access to AWD. Once the user is set to Leaver status, work should unassigned and he should disappear from AWD user search ... View more