New Features and Enhancements
Agent UI
We’ve added a second non-mandatory free-text classification code, so you can add more detail to classifying your calls. You can turn this on for specific queues in your settings.
From there, you’ll be able to see the field when on a call in that queue.
We’ve also updated the CRM history, calls report and inbound emails report to display the results entered by agents in the 2nd classification code field, so you can look back at these in future.
Usability
We’ve had feedback that being able to accidentally close the browser tab with Contact was possible without noticing, therefore we’ve added a pop-up that will double-check if a user wants to do this.
Reporting
We’ve created a new report which shows how many calls were dropped and the point at which this occurred. This splits the calls that were dropped before reaching a queue and while queueing, with the ability to drill down into which service numbers and queues they were dropped on.
Find out more about Reporting within the Administrator Knowledge Base.