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| Previous features marked with three status : Completed, Rescheduled, Deferred |
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Note: This is only a tentative schedule. The implementation of feature(s)
may vary based on internal priorities and time.
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| ( Last Updated : 16 Mar 2009 ) |
Q2 2009
Chat Integration (Rescheduled)
- A chat interface embedded into the customer portal
- Ability for customers to chat with Support Reps online
- Ability to convert the chat conversation into a new request or attach it to an existing request as a conversation
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Computer Telephony Integration (CTI) (Rescheduled)
- Support for Avaya
- Screen Pop - Displaying the caller information to the Support Rep when a call comes in.
- Soft Phone Functionality - Pick calls, Click to Dial from the interface
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Customer Portal Enhancements (Deferred)
- A simple url for the portal like http://server_name/portal or http://server_name/support
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General Enhancements
- Search enhancement for all modules (Rescheduled)
- Text Editor enhancement across the application. (Deferred)
- Display the date based on the timezone of the logged-in user (Completed)
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Security & Performance Enhancements (Deferred)
- Improving on the password strength mechanism for all users
- Moving to higher versions of tomcat & mysql
- Moving request description from database to files. This would enhance the performance in request info retrival and also the backup & restore process.
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Request Enhancements
- Ability to suggest solutions when creating a new request (Completed)
- Ability to configure the print options - what to be included, the order etc (Rescheduled)
- Ability to auto-cc a set of members per account, who may or may not be part of the SupportCenter during request events (Rescheduled)
- Ability to navigate to the Next/Previous requests from the request view page (Rescheduled)
- Ability to pull up a solution in the Request Reply text editor (Completed)
- Ability to "Add Request & Close" from Request Creation screen for adding a request & then setting the status to close in one action
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Contracts, SLAs & Time Entry Enhancements
- SLAs based on Response time (Completed)
- Different rates during operational hours & non-operational hours, weekends, holidays etc (Rescheduled)
- Ability to mark entries as billable or non-billable & report based on them (Rescheduled)
- Changing rate/hr when entering the time entry (Rescheduled)
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Account & Contact Enhancements
- Autoassign contacts to Accounts based on email domain (Rescheduled)
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Q3 2009
General Enhancements
- Support for connecting to SupportCenter server through mobile devices. This would help field technicians to check their requests and act upon them remotely (Deferred)
- Capturing the first name & last name of the users and including the appropriate one in the notifications (Deferred)
- Changing to a better Calendar interface for better usability (Rescheduled)
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Calendar Integration (Rescheduled)
- Outlook Integration
- Daily/Weekly/Monthly view of information
- Ability to determine Support Rep availability on a particular date or during a time period
- Shared calendar for team work
- Enhancements to the Reminder section
- Import & Export in the iCal format
- Ability to set reminders, follow-up tasks from every module
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Request Enhancements
- Enhancing the "Last Updated" field to reflect any user action on the request. (As part of Quality release. Rescheduled)
- Option to record the "Last Action Performed" on the request and report based on it (Rescheduled)
- Ability to add account notes from the request screen (Deferred)
- Ability to retrieve deleted requests (Trash View) (Deferred)
- Ability to define rules to automatically assign Support Reps to requests based on various factors like the Support Rep load etc. (Rescheduled)
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Account & Contact Enhancements (Deferred)
- Bulk edit for account & contacts
- Ability to select customer groups and send mass emails
- Ability to define Support Reps as Account Managers
- Ability to disable login of contacts
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Survey Enhancements (Deferred)
- Ability to define multiple surveys
- Ability to analyze surveys better
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Report Enhancements (Deferred)
- Provide more reports that display the KPIs (Key Performance Indicators) for each module
- Reports where parameters are dynamic & got at the time of running the report
- Reports to be run on last n days.
- Top N, Highest N, Least N, Lowest N options when running reports
- Defining the layout (where the entities like header, footer, data, chart etc) of the reports
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Dashboard Enhancements (Rescheduled)
- More information & alerts on the dashboard
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