August 31, 2024

This release introduces new AI features, agent-to-agent transfers, and several enhancements aimed at improving both the agent and administrator experience.

Agent Experience

We’ve focused on improving the agent experience with the following updates:

• NEW Agent-to-Agent Chat Transfer:
  Previously, agents could transfer chat conversations only to a queue or back to the same queue. To further streamline operations, we’ve introduced the ability to transfer a chat directly to another agent. Using customer activity history, an agent can now identify if the customer has previously interacted with a colleague. If that colleague is available, the conversation can be transferred directly to them. The receiving agent can accept or reject the transfer, and while the transfer request is pending, the originating agent remains connected to the customer and can cancel the transfer at any time.

• NEW Conversation Summary for Chat & Email:
  Agents can now save time with our intelligent AI solution, which analyzes chat and email transcripts on demand. Instead of reading through the entire transcript, agents can simply click a button to generate a concise summary of the conversation.

• RESOLVED Improved Performance for Multi-tasking:
  We identified performance issues when agents handled multiple tasks and switched between them, particularly on low-end devices, where there was a noticeable increase in CPU usage. After applying performance improvements, we observed significant gains on low-end machines, with mid-range and high-end devices continuing to perform as expected.

• RESOLVED Missing Translations for Campaign Postpone Feature:
  Fixed an issue where translations were missing for the campaign postpone feature.

• RESOLVED Email Reply Template List:
  Fixed an issue where discarding an email reply did not close the template list.

• RESOLVED Agent Application Layout:
  Fixed a visual issue affecting the layout of the agent application when set to Hungarian and Spanish languages.

• RESOLVED Waiting Tasks Tab Filter:
  Fixed a filter issue on the "Waiting Tasks" tab of the agent performance dashboard.

Administration Experience

We continue to enhance administration capabilities with the following updates:

• UPDATED Improved Agent Attribute Management:
  Based on feedback from the previous release, we’ve introduced multi-select options for agent attributes, allowing bulk assignment and de-assignment of attributes.

• UPDATED Configuration Filters:
  We’ve added multiple filters to prevent incorrect configurations, such as empty break names and attributes.

• UPDATED Alphabetical Sorting:
  Announcements, contact directories, users, and agents are now sorted alphabetically (A-Z) for easier navigation.

• NEW Tenant-Level Wrap-Up Time Configuration:
  The option to configure wrap-up time extension is now available at the tenant level. Previously, this setting was limited to the agent workspace level.

• UPDATED Audit Log Changes:
  We’ve hidden the "View Changes" button for login operations in the audit logs, as this feature did not provide meaningful value.