April 6, 2024

This release brings significant improvements to voice call handling and more!

Voice

NEW Added option to ensure voice calls over WebRTC are automatically accepted by the agents. When this feature is enabled, agents will no longer need to manually click the accept button, as calls will be automatically connected.

NEW Added voice call in-app notification feature. When an agent is engaged in a non-voice task and a new inbound task is routed to them, they will receive an in-app notification. They can then choose to either accept the call and switch to the task, accept the call while keeping the current task in focus, or reject the call and move to a pending break. This streamlines the process for agents, saving them time and reducing the number of clicks and mouse movements required.

NEW Added the option to create Contact Books and provide agents with additional contacts through their directory for collaborative scenarios. These contact books ensure supervisors and admins have full control over the contact directory.