New features and enhancements to SupervisorAn agent with the supplementary privileges required to create FAQ categories and answers, monitor agent interactions in progress, listen to recordings of previous interactions, and create reports for the agents groups they supervise. Console impact supervisors and agents. Some of these features are available to agents and supervisors by default, while others need to be enabled by administrators to benefit from the functionality.
The following are features and enhancements introduced in recent product releases:
Agents can now access queued emails from the same customer, review and respond to them at once. When a customer sends multiple emails within a short time interval regarding a case, all emails get queued. When an agent opens the first email to respond, there is a link to view the queued emails from the same customer. The agent can now click this link to view all the queued emails, and review and respond in a single email if they are related to the same case. This helps agents consolidate their response in a single email and increase their efficiency while improving the customer experience. For details, see our content on how to access customer's related emails.
We have introduced a new filter to search the closed cases in History Activity. This feature helps supervisors investigate customer complaints regarding an agent's lack of response. It particularly helps investigate a case that has been accidentally closed by the agent.
For example, when processing related emails from a customer, an agent may close a case assuming it is related to the case he has reviewed. The unhappy customer may escalate the issue. With the improved search filter, the customer's complaint is now easier to track. For details, see our content on searching closed cases in history activity.
When you respond to a case or a follow-up, the response automatically includes the email header. The header shows information about sender, recipient, subject, date and time. This enhancement facilitates crafting a response quickly. To see the improved email header, click Reply to a customer case or follow-up and check the email's description window. For details, see our content on how to respond to emails.
We have introduced some performance improvements and bug fixes in this release
Whether you are an agent or a supervisor of Virtual Contact Center, you will certainly love the new refreshed user interface of all our applications. Look out for the notifications when you launch your application. Please note that we have kept all our functionality workflows intact so there is no learning curve for you.
Take advantage of Facebook and Twitter to service customers directly and increase customer satisfaction with Virtual Contact Center Social Integration. By unifying the agent experience, 8x8 Social allows users to channel their messages from social media into Virtual Contact Center. Customers can contact the businesses and receive support from within their social platform. Virtual Contact Center Social supports messaging via Facebook and Twitter in this release.To receive chat interactions, agents must be assigned to an enabled chat queue and be in Available state. See how to handle social interactions.
Agents using the Local CRM can now craft their cases and follow-ups using the updated rich text editor. Drag and drop your images or paste them from your clipboard quickly improving your productivity. See Insert Images in Case Description.
Known Limitation: Copying (Ctrl-C) and pasting (Ctrl-V) images is currently not supported on Internet Explorer 11. You can drag and drop the images.
Assist your callers with more elaborate FAQs not worrying about the limited word count. The character limit for your FAQ is now increased from 4k to 40k. Only supervisors can create or edit FAQ categories and answers. See how to insert an FAQ from the Cases tab or Chat window.
You can now save email addresses exceeding 55 characters. The maximum limit now stands at 254 characters. This change allows many areas such as saving longer email IDs of agents, customers in Local CRM, setting up email notification for voicemails, and more.
For the complete list of areas benefited with this enhancement, see below. See how to configure your user profile and email address.
Compressed embedded images
When you embed a high resolution image in your case, follow-up, or an FAQ, they are compressed automatically for faster processing and for saving bandwidth. Simply drag and drop the desired images into your content. See how to Insert Images in Case Description.
Note: The maximum size allowed for image attachments is 20 MB. You can drag and drop images up to a maximum size of 10 MB.
The following list includes features and enhancements introduced in the recent product releases:
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