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April 8, 2023

This release brings a major new feature for agents and the first phase of our brand new business units concept.

Agent Application changes​

We introduced a brand new Contact Lookup. Previously, for voice only agents, there was a single outbound call button, after this release, the button will become a hoverable + sign. The outbound call button is still there, however, we introduced a new button called Contact Lookup.

Contact Lookup flow​

The agent will hover over the plus sign, then select contact lookup. If the previously released Agent Workspace is configured, then the first selectable item will be an agent workspace. An agent must select an agent workspace before proceeding to the next screen. If no Agent Workspace is configured, then this screen is skipped.

Agents can now see the customer records. By default, we display the records that have a name, however, this filter can be turned off. More filters can be applied, such as has number and has email. The agents may use the search bar to search for customer records, use the phone number, email or name.

Agents may select a record to view additional details. As of now, only the customer details are shown without their activity history. The development team is working hard to bring a brand new activity history that will allow agents to view the transcript for chat, notes, completion codes and many more in a future release.

Agents may edit the customer record details, create new customers or initiate an outbound call, outbound email or run a script (if an agent workspace with a script has been selected previously).

The new lookup flow will replace all outbound flows in the brand new Agent Application coming out as a Beta in the future.

As the lookup flow is in an early release, we will introduce additional functionality and features to it later on so be sure to try it out and let us know what other features you would like to see in the future.

Portal Changes​

  • A new menu item has been added to the portal. This is called Business Units. Administrators are now able to create or edit business units. These business units can be assigned to agents through the agent profiles. As this is the first phase of business units, several other associations and functionality will arrive in future releases.

  • Fixed an issue where disabling RONA for voice would count as a 0 seconds RONA. RONA for voice cannot be disabled anymore.

  • Fixed an issue where workflow searching was case sensitive.

  • Fixed an issue where on small screens the detailed view of reports showed 2 scroll bars instead of one.

  • Added a brand new Workflow entity and separated it from channels. You may now grant access to channels to users without implicitly granting them permissions to workflows. Please note that the workflow permission alone is not sufficient to access workflows as at least view permissions for at least 1 channel type is required.