June 8, 2024

This release brings enhancements to the new agent application and introduces new features.

Agent Management

• NEW 2-Level Completion Codes: Administrators can now configure two-level completion codes per Agent Workspace. Each main code can have multiple subcodes. Agents will see a list of main codes, and on hover, the subcodes will be revealed for selection. Both the main code and subcode will be applied to a task.
• NEW Mandatory Script Completion: Administrators can now require mandatory script completion before task closure. This ensures agents cannot close their tasks without completing the associated script.
• NEW Auto-Close Warning Notification: The agent application now displays a warning notification 30 seconds before a task is automatically closed. If the wrap-up timer is set to less than 30 seconds, this warning is displayed immediately, ensuring agents are informed in time.

Agent Experience

• NEW Windows Notification for Incoming Chats: Added Windows notifications for incoming chat conversations, ensuring agents are aware of new conversations even when not focused on the agent application.
• NEW In-App Notification for Incoming Chats: Added in-app notifications for incoming chat conversations, allowing agents to manage multitasking more effectively.
• RESOLVED Call Button Inactivity Issue: Fixed an issue where the Call button would become inactive for a campaign task after the first call attempt.
• RESOLVED Make Active Customer Button Issue: Fixed an issue where the Make Active Customer button would not work properly.