Enhancements

Call Presentation

When a Horizon Contact agent blind transferred an outbound call to an internal non-Horizon Contact user (back-office handset user), the user would be presented with the Horizon Contact Agent’s details. This has been updated to display the A party’s number (outbound number the agent dialled) to the non-Horizon Contact user or 3rd party receiving the transfer.
When a Horizon Contact agent blind transferred an inbound call to another agent, the agent receiving the transferred call would be presented with the queue’s service number. This has been updated so that the caller’s number is presented to the agent receiving the transfer.

When an agent is replying to an email item the reply button tooltips have been renamed to distinguish between them, they are now titled “Create reply draft” and “Create reply all draft”.

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

The service level field in the queue reports has been updated to exclude dropped calls, previously the calculation would include dropped calls when calculating service level (using the answer time).

Find out more information around Reporting within the Administrator Portal.

The “Timer” tab on email queues has been renamed to “Advanced” and the “Importance Weighting” field has been moved from the General tab to the new Advanced tab. This is to bring the email queue tabs in line with the call and chat queues.