Enhancements

CRM

When exporting the contents of the internal CRM, the .csv file is no longer restricted to 100 entries.
The internal CRM now shows the names of the agents who have dealt with each customer contact instead of the customer name
When an email has been forwarded, the CRM entry now show the email address the email was forwarded to

This release addresses an issue that prevented call recordings from being resumed after they had been paused

Find out more information around Call Recording within the Administrator Portal.

This release updates the interface for how an email’s contents display for an agent and supervisor. The email response area for the agent displays at the top of the email content instead of the bottom and is sorted from latest response at the top to oldest at the bottom, in addition the sending email message has been updated to make it clearer to the agent that the response attempting to be sent. When an email has multiple replies as section header is added per response which is collapsed, the user can then expand these as required to view the response instead of the full trail being always shown.
An agent can now see if there are CC recipients to an email, they can select to reply to the individual which sent the email or reply to all which includes all the recipients which were copied
Supervisors can now move an email from one agent’s Inbox to another agent’s inbox. They can also move the email back to the queue. This means that if an agent had held on to an email and was absent, supervisors can now redistribute their emails
The settings with the Email Editor Options can now be reset back to their original settings by clicking the Restore Defaults button

Find out more information around Email Management within the Administrator Portal.

When a new theme is created, the Help Display Hidden field is now unticked so that new themes automatically display help files

A new report Outbound Email Template Report has been added. This shows one row per email sent either via agents or via Interaction Flows
A new report Outbound Email Data Report has been added. This shows the number of emails by template that have been sent.
A new report, Outbound Email Agent Report. This report shows how many emails have sent by agent
Saved reports that are scheduled now show the From and To dates in the filename ( <report-name>_<timestamp-generated>_<from-date>_<to-date> ).This only applies to newly created reports or if existing reports are resaved
Within the Queue Report, you can now select a Custom Call Answer Time. Only statistics for calls that were answered within this number of seconds are included in the report. Enter a number between 0 and 300 seconds (5 minutes). The default value is blank (no time set). The report will still display columns from the previous release – Connected calls within x seconds. This is for backwards compatibility reasons.

Find out more information around Reporting within the Administrator Portal.