February 24, 2024

This release brings new workflow functionality and flexibility.

Administration

Agent Disconnect output for Voice Queues

In this release, we have introduced the enhancement of enabling the "agent disconnect" output for voice queues. This feature allows the workflow to respond to the event of an agent disconnecting from an active conversation, enabling additional routing or surveys to be carried out seamlessly. This enhancement caters to the most common use-case of post-call surveys without requiring the agent to transfer the call to a dedicated survey channel. It is important to note that this output is triggered exclusively when an agent disconnects the call.

Check Queue State node

It has been some time since we last introduced a new node to our workflows. With this release, we are pleased to unveil the Check Queue State node. This addition is designed to enhance the customer experience by enabling the real-time checking of queue states at any stage of the workflow, allowing immediate routing based on the check result. This functionality is particularly beneficial in complex workflows with numerous menus and submenus, as it eliminates the need for customers to navigate through the entire flow only to discover that the queue is unavailable.

The new node offers outputs similar to those of the queue node itself, providing administrators with the ability to pre-check the queue. It is important to note that certain conditions must be met to ensure proper checking. For example, in the case of the 'no agents' condition, the outputs must be configured on both the queue and the check node.

Configure wrap-up reset per Agent Workspace

The Agent Workspace is receiving another important feature that allows supervisors to set a timer reset counter. First, you need to override the global wrap-up timer setting, then enable the wrap-up timer, and activate the agent reset toggle. Finally, select one of the values.

Agent Application 2

The new agent application is receiving another exclusive feature: the wrap-up reset. If set by the supervisor as mentioned above, agents will have the option to reset the timer.

This does not affect historical reporting, and the agent's total time is displayed alongside a progress bar indicating the maximum wrap-up time.

The Task Manager displays the reset button and remaining resets only when this feature is enabled; otherwise, the standard wrap-up timer is shown.

CRM Agent 2

We are excited to unveil our brand-new Agent application for CRM. The first supported CRM is Microsoft Dynamics 365.

In this release, we are adding screen pop functionality, click-to-dial, and phone call activity log.

See the dedicated page for more details here.