20 posts tagged with "Campaigns"

This release lets mobile agents call customers back from their task history and brings further resilience improvements.

Change log​

New functionality​

1. Agents using the Mobile Agent application can now call a customer back directly from their voice task history. The call uses the same agent workspace, business unit and channel as the original task, regardless of the task's result or direction.

Improvements and adjustments​

1. Further resilience improvements for the Agent application and sign-in, so agent state and task updates reach the Agent application without delay.
2. Fixed an issue where campaign records in preview dialing mode were marked as failed when the queue timeout elapsed before an agent picked them up.
3. Fixed an issue where the Mobile Agent application showed a blank screen after a supervisor logged the agent out from the portal.

This release brings further improvements to resilience and new supervisor tools.

Change log​

New functionality​

1. Added support for WebRTC and external agent extensions, enabling agents to use a valid configuration for both desktop and mobile agent applications without supervisor intervention. This is now displayed in the administration portal under an agent profile’s user details. You can now specify a phone number, and the WebRTC extension will be displayed alongside it.

2. The chatbot integration API now provides message status notifications. Read more in our developer documentation.
3. Added the option to hide a campaign’s additional CSV fields from agents, allowing campaign administrators to retain valuable data without exposing it to agents.

4. We’ve added the option for supervisors to log out an agent even when the agent is busy with a task. This can be useful when the agent forgets to close a task and leaves, when a task becomes unresponsive due to a system error, or when an agent stays in a lookup task too long. In the administration portal, go to Realtime reports > Teams Reports > Agents, find the agent, click Change state, and select Logout. Once confirmed, the agent will be logged out immediately.

Improvements and adjustments​

1. Fixed an issue where empty completion codes could be set at the channel level.
2. Fixed an issue where a TTS message failed to play when the TTS text was replaced with a much longer version.
3. Fixed an issue where Microsoft Teams users would experience duplicate Teams pop-ups when initiating a call from our CRM widget.
4. Fixed an issue where postponed records in a predictive campaign retained the predictive execution mode instead of falling back to preview.

This release lets campaign administrators cancel records after a nuisance call on predictive campaigns and adds an API for managing do-not-call lists.

Change log​

New functionality​

1. We've added a new public API endpoint to programmatically manage the Do Not Call lists. This allows integrators to synchronize their Graia CCaaS list with external systems they have, or with government lists.
2. Nuisance call treatment for predictive campaigns. Previously, nuisance calls were automatically postponed and had their dialing mode switched to preview. With this new configuration, campaign administrators can change the default behavior to cancel the record instead.

Improvements and adjustments​

1. Performance improvements for chat workflows.
2. Fixed an issue where removing an attachment from an email being forwarded also made it unavailable in the conversation history viewer.
3. Fixed a display issue on the administration portal where customer import jobs showed an unknown state.
4. Fixed a display issue where Task History filters for supervisors were displayed incorrectly on some screen sizes.

This release brings a new way of handling campaign record uploads.

Change log​

New functionality​

1. Import and replace campaign records: The record import process now lets you clear the record list before uploading new records. When the replace checkbox on the import dialog is checked, all existing records in the list that are not currently in a processing state are removed and replaced with the uploaded records.

Improvements and adjustments​

1. Fixed an issue where recordings did not honor business-unit-level overrides in certain circumstances.

This release brings business-unit-level Do Not Call lists and stability improvements.

Change log​

New functionality​

1. Business-unit-level Do Not Call list: The Do Not Call list helps comply with regulations and customer preferences not to be contacted. Previously this list was tenant-level and affected all business units. We now allow business-unit-level lists to add extensions to the tenant-level list. The business-unit-level list extends the tenant-level list rather than replacing it.

Improvements and adjustments​

1. Added queue details for agent-to-agent transfers. Previously the target agent saw the queue name as "Unknown queue" when the call came from another agent rather than from a queue.
2. Improved recording handling when either the customer or the agent is placed on hold, preventing unexpected behavior in certain scenarios.