Agent scripts data
For agent scripts, data is available for the following: Data Description Agent The first and last name of the agent who used the script. Call ID The call identifier. CLI...
Search Results for Call Flows
Fixes – March 2025
Back to March Fixes Call controls We have fixed an issue where occasionally call controls were not showing correctly. Call queues We have fixed an issue where call queues were...
Fixes
...call back. This release improves the Agent behaviour when taking a call back from a withheld number. Now the alternative number entered by the called is shown to the agent....
Changing the blending formula of channels
...value than calls), and then emails (lower priority values than webchats) For calls, webchats, WhatsApp messages and emails, the default setting is 1 You can change the channel priority for...
Fixes
...example of a non-skippable pre-queue announcement is the Queue Recording opt Out announcement. This release fixes a bug that prevented filtering by queue on the Call Data > Call Classification...
New Features and Enhancements
...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...
Managing play books
...loop at designated points. Additionally, administrators can specify interruptibility, such as allowing interruption by a keypress or when a call is answered. Administrators can easily reconfigure an existing playbook, delete...
Viewing agent contact details
Company administrators can view how an agent is contacted when they log in (how they receive inbound calls and/or place outbound calls). View agent contact details: Click Staff > Users...
Managing offline reporting destinations
...channel event types can be selected: Agent calls Agent chats Agent emails Agent SMS Agent status Contact calls Contact chats Contact emails Contact SMS Missed calls Queue calls Queue chats...
Managing reporting destinations
...can be selected: Agent calls Agent chats Agent emails Agent SMS Agent status Contact calls Contact chats Contact emails Contact SMS Missed calls Queue calls Queue chats Queue emails The...