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.
We’ve been busy on other parts of the platform and there’s nothing to update on the Agent 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.
This is the nuts and bolts of our configurable, feature-rich, suite-style contact center solution. 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.
IVR goTo() function
When leads were being copied from one campaign to another via pass dispositions or agent dispositions, they would lose their custom lead data in the copy. This has been fixed, so leads that get copied to another campaign will retain all custom lead data on the new campaign.
Built specifically for contact center supervisors, this interface gives supervisors all the functionality of Agent plus more. They’re able to monitor and coach individual agents’ calls and chats or their entire contact center floor.
We’ve been busy on other parts of the platform and there’s nothing to update on the Supervisor 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.
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.
Real-Time Dialer Result Download was adding an extra column to the data set when including script and extra lead data in the report for some call records. This has been fixed so that those fields can be included in the report without adding the extra column.
RTR dashboard widgets were not adhering to rules properly when configured rules used percentages against custom widgets. Also, new widgets added to a dashboard would fill the entire available screen area, rather than being fixed in height (this was especially problematic on new dashboards). Both of these pesky bugs have been fixed with this release.