March 16, 2024

We are pleased to announce the changes in our sixth release of the year.

This release brings enhancements to our new agent application.

New agent application

Changes to the agent application listed below:

UPDATED The activity history now displays additional results such as the Estimated Wait time limit and the No available staffed agent results. Previously, those were displayed as unknown.

NEW Agents can now collapse the entire right side of the screen containing the Customer Data, Activity History and the Scripting (if applicable) if they need more space for the conversation interface, such as, viewing large emails or chat conversations.

NEW 4 new languages added in this release. French, Italian, Spanish and Dutch.

UPDATED The task manager now shows media specific icons.

RESOLVED Resolved an issue where the cursor would jump at the begining of the editor for email conversations.

Webchat Widget

Changes to the webchat widget listed below:

NEW The webchat widget will now play a sound when a new message is received. Users can turn this off by clicking the 3 dots menu, then the notification sound button in the dropdown. This will ensure the user does not miss messages.

NEW Visible message now plays a sound when it is presented to the user and acts as an attention hook.

RESOLVED Fixed a visual issue for the information message displayed when the user downloads a transcript from the widget.

Other changes

RESOLVED Fixed an issue where under rare circumstances a voice call transfer to an external party would result in an abrupt disconnect.

RESOLVED Resolved various operational errors related to the reporting services.