archives

New: Force terminate feature for Supervisor page (check documentation page) New: Custom Group picker query filter for Agents & Agent Profiles admin pages (check documentation page) Improvement: Opening Agent Assist without active call/conversation (check documentation page) Various bug fixes and other improvements

New: Preserve Consult Call feature (check documentation page) Improvement: Skills assigned to agents are now easier to view on the admin page Improvement: Scaling based on length of Webchat's Close Confirmation buttons Various bug fixes and other improvements

New: Note feature for parked calls New: Live chats section for Supervisor page Fix: Supervisor's change of agent status not respected gracefully Various bug fixes and other improvements

New: Show supervisor in roster option for Contact Center calls (check documentation page) Fix: Park item in certain scenarios have GUID instead of sip/phone number Various bug fixes and other improvements

New: Print option for graphical flow designer (check documentation page) New: Get Virtual Call Info action (check documentation page) New: Cancel Virtual Call action (check documentation page) New: Official release of Insights & Analytics (PowerBI) reporting module (check documentation page) Improvement: Replace Virtual option for Queue action (check documentation page) Improvement: Audio Prompt option for [...]

New: Queue Service Level feature for Voice Queues (check documentation page) New: Option to set custom on hold prompt (check documentation page) New: Option to set Retention period (check documentation page) New: Pause/Resume recording of ClarifyGo for Agent Assist (check documentation page) Improvement: Search field components load 15 records at once (use Load More to [...]

Improvement: Further visual improvements for Agent Assist Fix: Wrap-up items opened for very long time causes issues on the Agent page Various bug fixes and other improvements

Improvement: Tooltip for long contact names in Contact Center application Improvement: Agent Assist's user interface made to look similar to the rest of the Agent page Fix: Callback request problem with sending resolved variables, edited title after call state change Fix: Agent Assist history tab not showing WhatsApp records with call interaction open Fix: Agent [...]

New: Supervisor assist option for Contact Center (check documentation page) New: Option for automatic recovery from "Not Ready" Agent status in admin portal (check documentation page) New: "Mailto Link" Callback request type (check documentation page) Improvement: Email type of Callback request support of variables Improvement: Send Attachment button for Hybrid Queues Fix: Adaptive card unsupported [...]

New: Agent Assist for Contact Center (check documentation page) New: Refactor of search fields Improvement: Supervisor options for outbound calls Improvement: Validator for custom query filters for Agents & Agent Profiles (Beta) admin pages (update your Attendant App Registration) Improvement: Configurable template for Email TouchPoint Fix: Unable to load admin page of available users with [...]