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 CF 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. 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.
Better inactive agent handling
Previously, there was no way to log out an agent that was set to 'inactive', or was deleted. This could leave agents in a stuck state, which was causing inaccurate dashboards and a manual workaround. Now, we have added logic that will automatically log out an agent when the agent is deactivated or deleted, which will prevent this from happening going forward. If the agent happens to be on a call when they are deactivated or deleted, the call will be terminated.
Allow scheduled callbacks after max daily passes for a lead
Previously, scheduled callbacks would not adhere to the max daily passes setting, which could cause a lead to be dialed over their max daily passes limit if callbacks were in place. We have added a configuration option to allow or disallow callbacks after the max daily pass limit is reached. It will be available in the dial group configuration, where the 'allow scheduled callbacks' setting is currently located.
Agents who are stuck in a SUSPECT state can't be logged out via Real-Time Dashboards. This is fixed, any agent who is visible in telemetry can now be logged out from there.
api.warn(iter) was not returning name for agents, so it would display as empty. That works now, no alerting changes are needed from the customer to display agent names.
Tooltip is hidden for Scripting Studio nodes near the top of the screen. Now, the tooltip options will move 'away' from the edge of the screen, giving you more accessibility to your tooltips for nodes near the edges of the screen.
In the Audio Library, some strange behavior would happen if you started playing audio, then did something else in the app. Now, you can play audio and then take other actions on the screen and the audio will stop as expected.
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.
We’ve been busy on other parts of the platform and there’s nothing to update on the CF 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.
Realtime DRD does not always display script results when it should. We have made sure that the Dialer Result Download will always match the script results found in the Global Call Type Detail report.
Scheduling a report is limited to a 12 hour range. Now reports that allow for a Range Interval of Hours can be set to be up to 24 hours in the past.