16 posts tagged with "Supervisor"

This release brings message status indicators for webchat, new campaign functionalities and additional agent management tools.

Change log​

New functionality​

1. We introduced the Read receipts functionality for webchat conversations. This allows the agent and the customer engaged in a conversation to see if their message has been sent, delivered, and read by the other party. Please note that this functionality is not available for other digital channels, such as Instagram, WhatsApp, or Facebook Messenger.

2. We introduced the option to Pause new campaign record processing to campaigns. This allows campaign administrators to ensure rescheduled records are processed and agents can meet their commitments to customers. When this feature is enabled, newly added or postponed records are not processed; only rescheduled records are handled.

3. A second campaign management tool we introduced in this release is the option to Suspend campaign records. Suspending a campaign record prevents it from being processed until unsuspended, allowing team leads to temporarily restrict records from being handled. This operation is available per record through campaign actions as well as in bulk through the selection mode.

4. The option to suspend campaign records is also available through the public API: you can suspend and unsuspend campaign records by their IDs, up to 100 per request.

5. BI developers need to track consultative call attempts accurately. We've simplified this by introducing a relationship ID in the OData calls table, allowing them to link consultative call attempts to their originating calls.
6. Agents may sometimes inadvertently cause issues with customer records. We introduced two controls for administrators to restrict access to certain functionalities. Administrators can now prevent agents from creating or editing customer records, helping keep customer data accurate. This is fully optional and configured per tenant.

Improvements and adjustments​

1. We've improved how campaign filters work. Previously, users could select only one campaign record state as a filter, but with the introduction of campaign record suspension and its associated filter, this became unnecessarily complicated. We've enhanced the user experience by transforming the status filter into a multi-select dropdown grouped by active and completed states. You can now apply multiple status filters combined with other filters, making it easier to find the records you need.
2. Emails received by the system are now marked as read. Previously, if the administrator checked the mailbox configured as an inbound email channel, emails processed by the system were not marked as read. Administrators had to check each email individually to verify processing. Emails processed by the system are now automatically marked as read in the mailbox.
3. We modified workflow-controlled campaigns to prevent system spam from very short calls. The maximum parallel call count is now guaranteed for calls longer than 30 seconds. For shorter calls, the system will not initiate new calls until the 30-second mark is reached.
4. Additional redundancy for voice services, rolled out gradually.
5. Fixed an issue where replying to a transferred email kept the original channel email address as the sender.
6. Fixed an issue where email conversations could be stuck without history updates or failed routing in situations involving faulty conversational bot configuration and handling.
7. Fixed an issue where a tenant having multiple Entra IDs configured could not create new channels under specific circumstances.
8. Fixed an issue where cloning a workflow did not clone its containers as well.
9. Fixed an issue where logout durations happening over the weekend were not tracked correctly.
10. Fixed an issue where unquoted display names resulted in the email address not being parsed correctly when pasting them into the email to field.
11. Fixed an issue where the agent workspace ID was missing from the OData feed for calls initiated through the public API.
12. Fixed an issue where a call freshly associated with a new contact record was not shown in the activity history.
13. Fixed an issue where the recording was not available for calls initiated through the public API.

This release brings quality of life changes, a new feature for webchat and bug fixes.

Change log​

New functionality​

1. Added a presence indicator for customers on webchat. This will show to the agent if the customer is active, inactive, or offline when using the webchat widget. This feature is not available for other digital channels.

2. Agents can now add multiple attachments at once when responding to or initiating an outbound email. This quality of life change aims to reduce the number of operations an agent has to do to add multiple attachments to an email.

Improvements and adjustments​

1. Fixed an issue where supervisor monitoring for live calls could fail under specific circumstances.
2. Improved the stability of agent voice connections.
3. Fixed an issue where notifications were shown to the agent on login about their connection status, these notifications provide value only if a disconnect happened before, so for the login process, we removed them.
4. Fixed an issue where forwarding an email did not include the channel signature.
5. Improved the security of attachment handling in the webchat widget.

This release brings new integration possibilities, bug fixes and the agent announcements feature.

Change log​

New functionality​

1. You may now specify multilingual voice conversational bot welcome messages. This feature was previously available for all the voice workflow nodes with the addition of the Workflow TTS and multilingual support. It is now added to the conversational bot's welcome message, removing the need to create a separate announcement to be able to handle multiple languages for the same message.

2. You may now categorize calls based on the live transcript instead of the recording transcript. This is particularly useful when post-call recordings are not available due to corporate policies or licensing restrictions, allowing categorization to happen based on the live transcript generated by a conversational bot, call translation or call transcription.

3. We renamed the Conversational API tools to Bot tools and added JavaScript support as a bot tool. Previously, integrators were able to configure an API integration for conversational bots to use. Now they can select between API and JavaScript, JavaScript allowing integrators to write their integration directly into the portal without needing to create, deploy and maintain a dedicated middleware.

4. We now allow integrators to request access for the external webpages they choose to use as task addons in the Agent workspace.

5. We added the option for team leads to configure automatic greetings when the agent answers an inbound call. The greeting will be automatically played, saving the agent the effort to read a greeting, or disclaimer, word by word.
6. We added the option for team leads to also configure on-demand announcements the agents can use based on the Agent Workspace the queue is using for an inbound call. These act similar to canned responses for chat or email templates for emails, allowing the agents to simply click an announcement instead of reading it themselves from a script. The agent can stop the announcement at any time.

7. We published a new public API to initiate and drop calls on behalf of an agent. Read more about it on our developers' website.

Improvements and adjustments​

1. Fixed an issue where the administration portal showed incorrect error messages when browsing through the campaign listing interface.
2. Fixed an issue where the customer identifier could display incorrectly in some cases.
3. Fixed an issue where the JavaScript node incorrectly chose a successful path when the code itself had a syntax error.
4. Fixed an issue where the Conversation API from our developer website could not be tried out on the website.
5. Fixed an issue where the browser would erroneously show a Leave popup warning when downloading an attachment over chat.
6. Fixed an issue that caused an incorrect tab to be activated when the agent refreshed the agent application.
7. Fixed an issue where there was an erroneous validation error on the Bot tools creation page.

This release brings new features, improvements, and fixes to make the system easier to use and more stable.

Change log​

New functionality​

1. Added portal-based testing of custom task wrap-up notes by work item ID, with validation and quick copy action.
2. Added a configurable delay for auto-answering inbound calls, including per-agent override and countdown with manual pickup option.
3. Added a tenant-level limit for parallel flow-controlled outbound calls with validation and start-blocking when limits are exceeded.
4. Added the ability for supervisors to assign agents to business unit–specific breaks based on shared business unit membership.
5. Added an option to disable automatic creation of customer records per channel for unidentified customers.

Improvements and adjustments​

1. Fixed an issue where agent chat messages were not delivered or visible when customers backgrounded the conversation on smartphones, causing missing messages upon return.
2. Fixed an issue where external web page links did not automatically open in a new tab upon conversation routing, despite being configured to do so.
3. Fixed an issue where real-time reports experienced delays in loading data after login or page refresh.
4. Fixed an issue where accounts could not be created when email addresses contained punctuation or non-English characters.
5. Fixed an issue where end time fields (EndDate and EndDateUTC) were missing in OData feed tables for agent states.
6. Fixed an issue where enabled auto-answer settings did not automatically present inbound calls to agents in voice configuration.
7. Fixed an issue where outbound dial CANCEL requests did not include the required X-Tenant-Id header.

This release introduces new workflow automation capabilities, alongside fixes improving portal stability and reporting accuracy.

Change log​

New functionality​

1. Added a JavaScript node to the workflow editor, enabling execution of custom code with access to variables, HTTP requests, logging, and configurable timeouts.

Improvements and adjustments​

1. Fixed an issue where handled calls were not displayed correctly in Realtime reports, causing missing or inconsistent task counters.
2. Fixed an issue where the RONA toggle text in the agent workspace incorrectly referred to emails instead of calls and chats.
3. Fixed an issue where the Voice tab in Portal Configuration crashed, preventing access to voice settings.