New Features
- Agents can now add attachments to an email by browsing their computer and attaching a document rather than choosing one from the library of documents that have been uploaded to Horizon Contact. This is a privilege that needs to be enabled for a role, due to the security risk of users sending un-approved documents on;
a company’s behalf. Once a user has that privilege enabled, they can upload and send any document up to a 2 MB file size.
- Supervisors now have the ability to multi-select emails on a queue and delete them. This is useful to remove spam emails etc. from the queue.
- The Email Auto Reply Node is now available. This was previously withdrawn due to some issues, but now administrators can create an automated reply to any emails that arrive from the configured email server
- Agents can now send emails without the need to reply to an existing email. This can be done whilst the Agent is idle or whilst they are communicating on another channel. To enable this Agents will need a role with the Enable Outbound Emails privilege. A Text Block will also need to be created to act as a Template for sending.
- When enabling the Template on this screen you will see the option to also enable the Template for SMS. This is to support a future release and doesn’t currently perform any function. Once this is enabled Agents will see an Email button in their Agent Portal
Find out more about email management within the Administrator Portal.
Wallboards
- The Agent Overview Tile can now filter the Agents shown on this tile. Agents can be filtered based on Groups, Channels, Queues or Status. A filter button is available on the Tile when in Edit mode. Please note, break reasons are listed, but you cannot filter by break reason in this release.
- A new Queue Tile Widget has been added, which allows the Queue Classifications used today. This data can be displayed as either a table or a pie chart. This is available for Calls, Chat and Email queues.
Find out more about Wallboards within the Administrator Portal.