IBM Sterling


This portal is to open public enhancement requests for IBM Sterling products and services. To view all of your ideas submitted to IBM, create and manage groups of Ideas, or create an idea explicitly set to be either visible by all (public) or visible only to you and IBM (private), use the IBM Unified Ideas Portal (https://ideas.ibm.com).


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Ideas

Showing 37

Enable Deeplink into Order Hub

Similar to IBM legacy call center we would like to have the capabilities to deeplink into Orer hub pages.
about 1 year ago in Call Center 0 Future consideration

Call Center: Combat abuse of agent-facilitated appeasements via AI-backed assessment of new appeasement requests

When engaging a customer support agent, a bad actor might seek to exploit customer care procedures for illicit gain by repeatedly requesting various accommodations - whether the reship of an order or line item, claiming that it's lost, or a refund...
11 months ago in Call Center 0 Future consideration

Provide option to prorate discount under ChargePerUnit and ChargePerLine while applying promotion in call center

Currently if we apply promo code during order creation in call center or applying promo code during order modification in call center, discount amount is getting applied under 'ChargePerLine', because of this discount amount is not excluding prope...
over 5 years ago in Call Center 1 Future consideration

"searchCatalogIndex" api is not returning the results based on the partial term.

In next-gen IBM Sterling Call Center, while creating orders on add item screen, user has to enter atleast one word from the item name/description to get the output. But in most of the cases end users will not know the complete word or word may be ...
over 1 year ago in Call Center 0 Future consideration

Report duplicated entries in netmap.cfg/userfile.cfg

Currently Control Center does not report duplicated entries added to netmap.cfg/userfile.cfg Connect Direct config files. This causes ambiguity. Duplicates can be reported by cfgcheck on the server but there is no possibility to discover/edit/dele...
over 3 years ago in Sterling Control Center Monitor / Usability 1 Future consideration

Add slc notes to be displayed as part of an SLC alert

A note section was added to Control Center slc's as part of an enhancement request. This is very useful and beneficial to the team that is responsible for monitoring Control Center alerts. However, the team is asking if the notes could be part of ...
almost 3 years ago in Sterling Control Center Monitor / Usability 2 Future consideration

Provide tooltip messages for disabled toolbar action buttons in the "Order Summary - Orderlines" tab to improve clarity on their disabled state.

This feature would be highly beneficial for customer service teams, educators, and users who interact with the system. It will provide immediate context on why a button is disabled, improving communication and reducing confusion. Tooltips should b...
10 months ago in Call Center 0 Future consideration

Improve Control Center Rule Administration

In Control Center 6.2 rule administration can only be done via the Web console. If a new rule or an existing rule is updated that contains a list of servers, there is not a pick list. There is a search, but each server the user wants to select can...
over 3 years ago in Sterling Control Center Monitor / Usability 1 Future consideration

Ability To Test Actions

After setting up an Action, you are unable to test it without adding it to a rule, and then manually triggering the rule. This is very time consuming when you're trying to verify configuration of the action. I would like there to be a test button ...
almost 2 years ago in Sterling Control Center Monitor / Usability 0 Future consideration

OMS Call Center - Have the user's enterprise default to their locale

Hi there, User's Enterprise Defaulting to Their Locale At Brooks Running and I'm sure many other companies, manual created and systematically created records could be tied to one of multiple different enterprise options. Currently in Brooks' insta...
over 2 years ago in Call Center 6 Future consideration

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