Here are the highlights from our latest release.
Our newest user interface that agents work from. It’s streamlined, intuitive and helps agents make more calls and get through engagements faster. It’s voice and chat from the agent’s perspective.
Load more historical calls
Agents now have the ability to pull more than the starting 50 calls from the last 24 hours, so high-volume agents can see more history from the day before.
Agents will not be able to see or select inactive chat queues on the login screen. Now they won't be able to login to an inactive queue or be able to requeue to an inactive queue.
Previously, direct agent transfers did not play configured agent whisper audio. Now, all transfer types will play agent whisper audio if configured.
This is the nuts and bolts of our configurable, feature-rich, suite-style contact center solution. CF Admin provides you with the platform and features you need to successfully operate and optimize your contact center, so you can create better customer experiences.
New wrap time column for agents
We made updates to the Real-Time Dashboard Agent widget to give admins more visibility into post-call agent activity. First, we updated the logic for the state time column to no longer 'carry over' time when an agent is in pending disposition. Now, agent state time will accurately reflect how much time an agent has been in their current state.
We know you also need to know how much time agents are taking to wrap up calls, so we have added a new column, called Wrap Time which will display the amount of time since the last call has ended while the agent is in pending disposition (regardless of if they change state). These two changes together will bring more visibility into exactly what an agent is doing post-call.
New DNC column for the outbound widget
The outbound RTR widget has a brand new column available that reflects the number of calls that were set to DNC for a campaign. This new column will be off by default, but once enabled in the widget configuration it can be set up for rules and sorting like all of your other dashboard data.
Abandon percentage for custom outbound widgets was showing as a time field. We fixed the formatting and renamed it Connected Abandon %, which is more reflective of what it actually is displaying: the percentage of calls that were connected to users but not to your agents.
The Update Lead Action API returns ambiguous errors or no errors at all on failures. We’ve updated the response to have better error messages and to return more appropriate status codes on failures or unexpected results. For more info, click here.
Preview audio files continue to play after canceling out of the preview window. Now, previewed audio files will stop once the user closes or clicks out of the preview window. We also fixed a bug where clicking play on multiple audio files very quickly was causing strange behavior.
Added the ability to allow scheduled callbacks after max daily passes for a lead. It will be available in the dial group configuration, where the “allow scheduled callbacks” setting is currently located.
Agent UI can get into a bad state if an agent is reassigned to a different dial group while on a call. To address this, we will no longer allow CF Admin dial group changes to agents who are in TRANSITION, ENGAGED, or PENDING-DISP states.
A full DNC scrub would sometimes double the loaded list count in the list details. Now it will always display the correct counts.
Built specifically for contact center supervisors, this interface gives supervisors all the functionality of CF Agent plus more. They’re able to monitor and coach individual agents’ calls and chats or their entire contact center floor.
More Control over barge-in calls
A new modal on barge-in calls gives your supervisors even more control over the call, allowing a supervisor to hangup the agent, the end-caller, just themselves, or any other transfer leg of the call.
Our advanced reporting features such as historical reporting and real-time dashboards allow you to create dynamic, information-rich custom dashboards or leverage our out-of-the-box reports to gather deep data on your contact center.
We’ve been busy on other parts of the platform and there’s nothing to update on the CF Analytics side of things at this time. Continue to follow release notes for future updates or reach out to your Customer Success Manager with any questions.
Before you go
Thanks for reading our latest update to our platform. If you'd like a demo on any of the new features or enhancements, please schedule time with your customer success manager or email firstname.lastname@example.org.