September 14, 2024

This release focuses on stability improvements and introduces new features for administrators.

Administration Experience

This update provides supervisors with new tools to better manage agent performance:

• NEW Timed Break Configuration:
  Supervisors can now set timers for each break code they configure. When an agent uses a timed break, a countdown timer will be displayed. Once the timer reaches zero, the agent will automatically be returned to available status. Live portal reports will also show the timer countdown. If this feature is not utilized, existing break timers remain unchanged.

• NEW Outbound Chat Tasks in Historical Reports:
  Supervisors can now view and filter outbound chats within the portal’s historical reports menu. This addition enables them to gain insights into the performance of outbound webchats.

• NEW Break Code Total Time on Agent Cards:
  The total time spent on each break code is now visible on agent cards within the Portal's Team Reports. This feature helps supervisors monitor how agents are utilizing their allocated break times.

Stability Improvements

• RESOLVED Reporting Service Performance:
  Resolved an issue causing reporting services to become slow.

• RESOLVED Delete Callback in Customer Connect:
  Fixed an issue where the "delete callback" function in the customer connect feature was not functioning correctly.

• RESOLVED Completion Code Display Issue:
  Fixed a visual issue where the last completion code added to the portal would disappear after clicking save.

• RESOLVED Missing Translations:
  Fixed an issue where certain translations were missing.

• RESOLVED Email Notification Display:
  Fixed an issue where new email notifications would remain visible in specific cases.

• RESOLVED Email Display Issue:
  Fixed a visual issue where emails would not appear after the agent sent them.