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What's New in the Virtual Contact Center 9.8 Release for Supervisors?

Improved Control of Conference Calls

We have now introduced the concept of a Host and added hierarchical control to conference calls. In this new behavior, the host can remove participants without requesting them to take any action. When a conference call is created, the longest connected agent becomes the host, unless there is a supervisor present, in which case, the supervisor will be the host. The host is then dynamically transferred when participants join and leave the call. For example, when a supervisor host leaves a call, the ownership passes to the next longest present supervisor, or if none are on the call, to the longest present agent.

Prior to this release, when agents, supervisors, and other participants were on a conference call, agents and supervisors relied upon the goodwill of participants to drop their connection and leave the call. To remove a participant as a host, while in a conference call in Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions., click next to the participant's name and click Confirm. For details, see our content on how to remove an agent from a conference call.

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.

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