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December 1, 2021

This release contains usability improvements, new Agent and Supervisor features, changes in attributes management and more!

Agent administration​

  • Teams menu changes
    • You can search for a team member by their name or email address.
    • You can filter team members by their role: Supervisor or Agent.
    • Teams are now listed alphabetically.
  • Agents menu changes
    • You can select and assign a team when creating an agent.
    • You can specify how many records are visible per page.
    • Results are now grouped by pages instead of continuous scrolling.
    • You can filter users within the Agents menu by their role: Supervisor or Agent.
    • It is now possible to bulk import agents via a CSV file.
    • You can directly assign and create attributes via the Agent's edit blade.
    • Agent attributes can be temporarily enabled/disabled using a toggle.
  • Users menu changes
    • Listing users is now grouped into pages instead of continuous scrolling.
    • You can specify how many results are displayed per page.
note

Attributes management is beign removed from the Legacy Portal. When navigating to the Attributes section, you will be notified to use the Beta Portal. When navigating to the Resource Capability Management section you will find a redirect button and a notification that we are moving this section to the Beta Portal in an upcoming release. Attributes assignment to an agent can still be done here for a short time.

Agent and Supervisor experience​

  • Agents will be redirected to a dedicated logout page whenever they log out or are being logged out by a Supervisor.
  • Logout page now has a Single Sign-On button, logging the agent in right away without asking for credentials.
  • Agents now receive a notification whenever their Supervisor requests a state change. These notifications are persistent until refresh or dismiss.
  • Call duration is now displayed to the Agent in the Call Control Panel.
  • Supervisors can temporarily enable or disable attributes for their agents via the Supervisor dashboard.

Other improvements​

  • Fixed an issue where the agent was placed on RONA when the customer abandoned the call in queue. Agents are placed on RONA only if they explicitly reject the call or they fail to answer the call within the specified threshold.
  • Fixed an issue where the customer's email address could not be removed via the Customer Data Panel.
  • Fixed a transient issue where very old calls could be seen in the Supervisor Dashboard.