December 17, 2024

The last release of the year is here bringing an email bugfix and the preferred agent routing functionality

• NEW Queue-Level Preferred Agent Selection
  • We're introducing the ability to enable Preferred Agent Selection at the queue level, giving you more control over customer-agent interactions.
  • Key Functionality:
    • Queue-Level Toggle: Enable or disable preferred agent selection on a per-queue basis. Set a Preferred Agent Timeout to define how long the system should wait for the preferred agent before routing the conversation to another agent. When the preferred agent feature is disabled, agents cannot set themselves as preferred.
    • Agent Actions: Agents can assign themselves as the Preferred Agent for specific customers via the customer data panel. Agents can also remove themselves as the preferred agent when necessary. Agents cannot assign other agents as preferred.
    • Routing Logic: When a preferred agent is set and the customer enters the queue, the system prioritizes routing the customer to that agent. If the agent is unavailable (busy, offline, or lacking the required business unit/skill assignment), the Preferred Agent Timeout determines when the conversation is released to other agents. For tasks routed to another agent, the customer data panel will display the previous preferred agent and allow the new agent to mark themselves as the new preferred agent if needed.
• RESOLVED Fixed an issue where the Email signature was not displayed in the email signature menu after a refresh