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Customers, who use 8x8 Co-browsing for remote assistance, can now enjoy better usability with the following enhancements.
To supplement the default behavior, we now allow Virtual Contact Center administrators to reset the idle timer when agents transition from one status to another. For example, The idle timer resets when agents change their status from On Break to Available when they log in. For details, see our content on reset agent's idle timer.
Note: This feature enhancement is only applicable if your company uses Virtual Contact Center campaigns.
Prior to this release, agents handling a campaign could view the campaign record for the specified preview period and manually start, reject, or skip the interaction. They were not forced to take the interaction in the time allowed. Additionally, the need for a manual action to initiate a call was repetitive and inefficient. With the autodial feature, however, at the end of the preview time if no action is taken, calls are initiated automatically eliminating the need for manual action by the agent. The Virtual Contact Center administrators can enable autodialing for each campaign when an agent’s preview countdown ends. The minimum preview duration is 15 seconds. For details, see our content on how to set up autodial for campaign calls.
In the previous behavior, after agents log in to Virtual Contact Center and make themselves available, they have to accept the interaction for every call that comes through the queue. If they miss the ringing phone, they will no longer be available to take the interaction.
To enable off-hook connection mode for the tenant, log in to Configuration Manager as an administrator and click Enable Off-hook Connection Mode in Home > Profile. If enabled by the contact center administrators, agents can click Enable Off-hook Connection in their Agent Console's user profile. For details, see our content on off-hook connection mode.
We have introduced a brand-new look for Virtual Contact Center applications in this release. Additionally, we have a new feature enhancements for administrators:
Ability to Filter Campaign Lists Based on Do Not Call Preferences: While creating a campaign filter, you can filter those numbers from Local CRM records that are registered with the Telephone Preference Service (TPS) and Corporate Telephone Preference Service (CTPS), to be compliant with TPS and CTPS. This feature is currently supported for UK phone numbers, but will be extended to other countries in future releases.
This feature helps customers to be TPS/CTPS compliant, but does not guarantee it. Customers are responsible for their own compliance. It is recommended not to run campaigns longer than 28 days. For details, see our content on Filter Campaign Lists Based on Do Not Call Preferences.
We have introduced the following new enhancements to improve the productivity of agents, supervisors, and administrators.
New features and enhancements to VCC-Configuration Manager 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.
In this release, we have introduced a few enhancements and fixed many bugs:
Enhanced Control for CRM Reports: As an administrator, you have the ability to allow or prevent agents from creating or downloading reports for customers, cases, and tasks in Local CRM. By default, agents are allowed to create and download reports.
This release offers Global Reach for Virtual Contact Center. The Single Tenant Global Reach initiative from Virtual Contact Center provides best call quality on VoIP across the globe. If your contact center has agents and customers distributed globally, serving your customers 24/7 with the right skilled agents and providing smooth call quality can be a challenge given the global operation. The last thing you want is to distress customers with poor call quality when they need help. The Single Tenant Global Reach initiative from Virtual Contact Center provides best call quality on VoIP across continents.
With Single Tenant Global Reach, Virtual Contact Center houses all your agents on a single platform and on a single tenant irrespective of their geographic location. The single-tenant architecture eliminates the need to log in to multiple tenants to manage traffic from different continents. An agent logging in from North America can service customer interactions not only from North America, but also from Europe and Asia Pacific with a single login and with little compromise on the interaction quality.
For details on Global Reach use cases, refer to Single Tenant Global Reach.
In addition to Global Reach, the release offers key improvements in IVR capabilities, improving caller experience:
Other features and enhancements include:
The features and enhancements introduced in this release are:
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