We have introduced the following changes and enhancements:
Agents now receive an improved broadcasting message informing them of a platform switch. In addition to the notification message, a red alert bar also shows up at the top of the Control Panel alerting agents and reminding them to exhaust the interactions waiting in the queue. The agents are required to log out and log back in as during the platform switch as they may experience some instability.
To view the platform switch broadcast message:
The new enhancement adds double-click capability inside a script. This enhancement provides a quick way to view the object's details without opening it in the edit mode.
To edit the object, click edit inside the View details window, or click the edit link next to the object inside the script. This enhancement applies to all scripts including phone, email, and chat.
To edit or view a script:
You can now generate a PDF image of the script in a printable format and save locally. It gives developers the ability and flexibility to review and design the script at a later time.
To generate the PDF image of a script:
Agents can now save their preferences on the server and access them from a different computer or browser. Their favorites and most recent settings will be saved on the server for the next time they log in. Prior to this enhancement, agents were only able to save their preferences on their profiles and access them at the browser level.
Best Practice: If you do not like to keep your changes for the next time, reset your preferences to default before you log out.
|Monitoring window state||
Menu > Report > Historical Report
|The Do not display this message again checkbox|
|Chat > Pop-up chat||Chat pop-up size, sort specifiers, and window position|
|Menu > Help > FAQ||FAQ window size, list of favorite, list of Recents|
|Customer's tab > Report > Search||Favorites and Recents on Search window|
|Phone > Options > Dial Pad||The Long tone checkbox|
|List of recent Virtual Office contacts||Maximum 20 contacts|
|Call tab||Click to see the list of called numbers from the phone field. The called numbers appear on the list.|
|One tab or two tabs||The last selected tab (Queues or Agents Status) is remembered.|
To reset your personalized settings to system default:
This new improvement allows agents to present themselves with a customized display name. The new feature helps agents save time and effort to introduce themselves to customers every time they start a new chat. The agent's display name appears in the Agent Console's Control Panel, Profile page, chat window, and CRM case created after a chat session. It can be modified by the Virtual Contact Center administrator in the Configuration Manager, or if permitted, by the agents in Agent Console. The updates in Agent Console application immediately appears in Configuration Manager and vice versa.
We have now added Co-browsing events to the Streaming API (SAPI). With the new enhancement, developers can access more information regarding an agent's Co-browsing session in SAPI, such as agent ID, the URL used for Co-browsing, browser type, and the customer's screen resolution. This feature is enabled by default and is available to developers who are subscribed to SAPI. The information can help managers find out answers, such as whether an agent has offered help to customers via Co-browsing, and whether the Co-browsing session helped reduce the time to resolve customer’s issue.
Each Co-browsing session generates an event at the end of the session which is added to SAPI. When an agent starts a Co-browsing session during a chat interaction, a chat interaction ID is added to the Co-browsing event and the chat log. The Co-browsing session is then matched with the chat log. If a Co-browsing session is initiated during a call, however, a Co-browsing event is generated and added to SAPI, but without an interaction ID. In the absence of an interaction ID, the call cannot be matched to the Co-browsing session.
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