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New Features and Enhancements

Salesforce integration

We have updated the Salesforce integration to ensure there is no screenpop in Salesforce CRM when making an outbound call. 

Classification Codes

Second classification codes

The second classification code functionality has now been added to CRM integrations – Microsoft Dynamics, Salesforce and Zendesk. This will populate with the second free type classification code if entered by the agent handling the item. 

The setup remains the same within the admin portal. 

The second classification code has also been added to the offline reporting suite. 

Reporting

In the Call Classification report, the filter option for the classification list is now listed alphabetically.