IBM Sterling


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OMS - Call Center

Showing 69

Ability to add notes on bulk orders from COM

This would allow the users to update the same notes to mutiple orders at the same time, which would save a lot of time where the user has to update the same note to multiple orders
16 days ago in OMS - Call Center 0 Submitted

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...
19 days ago in OMS - Call Center 0 Submitted

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...
about 1 month ago in OMS - Call Center 0 Future consideration

Enable Deeplink into Order Hub

Similar to IBM legacy call center we would like to have the capabilities to deeplink into Orer hub pages.
3 months ago in OMS - Call Center 0 Future consideration

Adding new tile/new link/extra buttons in Home Screen Next Gen Call Center

Next Gen Call Center does not provide a way to customize the home screen by adding a new tile for Product Search or Transfer Order Search etc. Also there is no option to add additional links or buttons - 'create wishlist', 'create appeasement orde...
4 months ago in OMS - Call Center 0 Planned for future release

Supervisor override capabality

Business is expecting Supervisor override capabality available on Call Center as well so they can perform additional review and validation for certain operation like price override.
4 months ago in OMS - Call Center 1 Functionality already exists

Reason codes in Important events tab under order line details page should be visible after re-shiping the order line

After reshipping the order line, we are unable to see the reason codes on the order line details page under Important Events tab. We wnated to know how these important events gets populated. Please refer IBM PMR#: TS016070217 - thanks, Avnish
6 months ago in OMS - Call Center 1 Functionality already exists

Physical Kit items are not showing components under it in Next Gen Call Center

It is useful to get the components under the Physical Kit items
6 months ago in OMS - Call Center 0 Future consideration

Having a sorting feature for the columns in the Call Center application

Users would be able to sort columns, which would increase their productivity
9 months ago in OMS - Call Center 1 Not under consideration

Having a sorting feature for the columns in the Call Center application

Users would be able to sort columns, which would increase their productivity
9 months ago in OMS - Call Center 1 Not under consideration

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