Enhancements
Agent UI/ CRM
CRM History – when an agent handles a chat or email the Agent name is now tagged against the contact interaction history. In the screenshot below, you can now see who the author was of that interaction when viewing the contact history.
While handling an email and a subsequent email is assigned to an agent, the new email will now queue within the agent inbox rather than becoming the active item for the agent. This allows the Agent to focus on the email they were originally working on.
Find out more about Email within the Administrator Knowledge Base.