Great updates on the app! We have been testing out the app for replacement of other system apps. I know in a previous 3cx blog it had stated there were going to be more call center focused type updates in the pipeline. Looking forward to the future enhancement. A few things that would be great from a call center perspective that would be awesome if Native in 3cx would be as follows:
1) Agent Dispositions/wrap codes right from the 3cx app/client and reporting to go with that. Disposition plans/dispositions being able to be set per Department. That maybe aligning with the upcoming Grafana reporting. Just being native makes things easier than 3rd party.
2) Post-call wrap-time being configurable so can set per Department. This so some agents can have a wrap-time before going back into queue. This status would then display in agent status if agent was in this wrap-time status.
3) Small call stats windows in 3cx app so agents can see calls in queue, calls handled, active calls, etc. This gives agents view into real-time call metrics. Built into 3cx app would be convenient. Or maybe being able to display a dashboard that was created in Grafana for this purpose.
4) Additional custom params being able to be passed in the CRM integration in 3cx app.
5) Based on Department, being able to set Auto-Answer as required for the 3cx Windows app. In call center world, some departments require this; not an agent option.
6) I know this would be a larger undertaking, but a native 3cx Recording Manager UI. I know there are 3rd party ones, but would be nice keeping the call center pieces all under the same 3cx supported ecosystem.
7) Okta SSO integration; I know maybe be larger undertaking. Okta supports multiple integrations including SAML, SWA, and OIDC.
8) In 3cx App be able to have a supervisor send agent an alert of some sort and it would flash inside the 3cx windows app.
I know these are all wish list type items so no expectations. But looking forward to all the new updates as they are released. Thanks in advance.
