In this release of Virtual Contact Center 9.7.1, we have introduced the following new enhancements to improve the productivity of agents, supervisors, and administrators.
In Agent Console, Unified Login with Virtual Office users can now search the shared directory by all available columns, such as Name, Email or PBX Service, Public number, Contact Type, Department, Location, Job Title, and Private number. The Shared Directory is the company directory that lists all extension users, including Virtual Contact Center agents. You can quickly find extension users as you enter your search keywords in the Search field.
To search all columns in the shared directory:
In Configuration Manager, administrators can now set the browser language as the language visible in the pre-chat form. A pre-chat survey form serves to gather information from a chat user before initiating a chat. Using the form, you can collect information from an existing user, such as their preferred language. With this enhancement, the customer's browser language can optionally overwrite the pre-chat default language, eliminating the need for the customer to answer an extra question. When the translation is not available for the browser language, the pre-chat selected language will be in effect.
To set the browser language as the pre-chat language:
In Configuration Manager, the administrator can now configure the greeting messages to bypass the automatic translation. Greeting messages are routinely used to invite the customers to a chat session. You can type your message in the chat window, and select to automatically translate. With the new enhancement, however, you can bypass the automatic translation and let the user provide a customized translation instead.
To bypass auto-translation in greeting messages:
Enter an Object tag and a Greeting message.
If this option is disabled, you can bypass the automatic translation, and let the user provide a customized translation instead.
As a developer, you can simply launch a pre-chat form via chat API. A pre-chat survey form gathers information from a chat user before initiating a chat. When you trigger the pre-chat form via API, the form is presented without an invitation. See Virtual Contact Center Embedded Chat API.
As a developer, you can set the default language in pre-chat form via chat API. In multilingual chats, a pre-chat form is presented to the customer to indicate the language of their choice. The customer selects a language to chat in, and submits the chat request. By setting the default language in pre-chat form, developers can reduce the number of clicks for the customer.
If the pre-chat form is present without the language question, the system follows the language set via chat API. However, if the pre-chat form is present with the language question, the system follows the language question set via drop-down and ignores chat API. See Virtual Contact Center Embedded Chat API.
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