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New Features

Agent User Experience

Agent & Supervisor ringtone

As part of our continued programme of work to enhance the agent & supervisor experience, we have made a change to the ring tone agents hear when receiving a call. The new and improved ringtone is softer and more “palatable” for agents to hear multiple times per day.

This change has come from user interviews and analysing agent feedback form data. Further to this, we will look to continue enhancing the agent experience by adding an individual Ringer Volume Control – this enhancement is currently targeted for Q2 2023.

Email

Adding & Removing CC & BCC

When an agent is processing email interactions, sometime there is a need to remove or add new addresses into the TO, CC & BBC fields. We have now added the capability for an agent to:

  • Ability to add CC to outbound emails – Addition of the ability for an agent to add and remove multiple carbon copy (CC) recipients when composing an ad hoc outbound email.
  • Ability to add BCC to outbound emails – Addition of the ability for an agent to add and remove multiple Blind Carbon Copy (BCC) recipients when composing an ad hoc outbound email.
  • Ability to add multiple emails when creating an outbound email – Addition of the ability for an agent to add multiple email recipients when composing an ad-hoc outbound email
  • Ability to add CC to replies – Addition of the ability for an agent to add and remove multiple Carbon Copy (CC) recipients when replying to any item from the email channel. This can be enabled/disabled by a role permission if needed.
  • Ability to add BCC to replies – Addition of the ability for an agent to add and remove multiple Blind Carbon Copy (BCC) recipients when replying to an email (including reply all). This can be enabled/disabled by a role permission if needed.
  • Ability to add additional emails when replying – Addition of the ability for an agent to add and amend additional To recipients when replying to an item from the email channel (the originator cannot be amended). This can be enabled/disabled by a role permission if needed.

Wallboards

Filter on Queue – Aggregated Widgets

In the last release (January 2023) we introduce 7 new widgets that enabled a Contact to get an aggregated view of Contact performance. These widgets took an aggregated data metric across all queues in the company. In this release, we are adding the capability to filter & select the individual queues you wish the widget to feed into.

In the below example, the inbound calls today widget will only report on the queue that have been selected in the filter box.

New Widget – Longest Wait Time Company Summary

We have added an additional widget to the company summary options. The Queue Longest wait will look at the longest waiting call across all (or selected queues using the above feature – Filter on Queue)   

Find out more about Wallboards within the Administrator Knowledge Base.