archives

New: Groups of Favorites contacts for Attendant Console (check documentation page) New: Graph Email configuration (check documentation page) New: Visual expression parsing for graphical flow designer Improvement: CRM labels visible on CRM contact card Improvement: Callflow transitions split into two which are not connected via Merge action now breaks callflow Insights & Analytics: Fixes for [...]

New: Out of Office (beta) Teams status in Contact Center application New: Contact Center application supports smaller screen sizes (check documentation page) New: Spotler WhatsApp TouchPoint (check documentation page) New: Drag & Drop feature for Supervisor page (check documentation page) New: Labels for phone numbers of CRM contact (check documentation page) Improvement: Callback request body [...]

New: Edit skill for Supervisor page (check documentation page) Improvement: Use CRM result for History option for Agent Assist (check documentation page) Improvement: Insights & Analytics now has additional reports for Social and Classification. Please update with new dacpac file from the admin portal Various bug fixes and other improvements

New: Collapsible left panel of the application (check documentation page) New: Copy & Paste functionality for graphical flow designers (check documentation page) New: Service level for Social Queues (check documentation page) Improvement: Call park admin page now supports Azure groups selection Improvement: General improvement of the Participant section Improvement: Outbound ring timeout option with call [...]

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 [...]