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What's New in the Virtual Contact Center 9.7.3 Release for Supervisors?

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.This feature particularly helps investigate a case that has been accidentally closed by an agent. For example, when processing related emails from a customer, an agent closes 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 FAQ page.

What's New in the Virtual Contact Center 9.7.1 Release for Supervisors?

We have introduced some performance improvements and bug fixes in this release.

What's New in the Virtual Contact Center 9.6 Release for Supervisors?

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:

Refreshed New Look for Virtual Contact Center

Whether you are an agent or a supervisor of Virtual Contact CenterA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location., 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.

Enhanced Usability of Rich Text Editor

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.

Enhanced FAQs for Customers

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. See how you can create FAQs answers.

Supervisors manage content of FAQs to be used by all agents. To verify the behavior:

  1. Simply log in to your Supervisor Console.
  2. From the Menu, select Help > FAQ.
  3. Click Add FAQ.
  4. Add a new FAQ that runs to approximately 3-4 pages of text content.
  5. Save the FAQ. You will notice the FAQ is saved even if the character count exceeds 4k.

Increased Length of Email Addresses

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. See how to configure your user profile and email address.

For the complete list of areas benefited with this enhancement, see below.

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.

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