What’s New in Virtual Contact Center Release?

With the release of Virtual Contact Center 9.4.1+, we have introduced a new enhancement that helps assigning right skill levels to agents serving a queue. The release also introduces a change of agent status while processing email interactions.

Increased Flexibility in Skill Assignment for Agents

Agents serving in Virtual Contact Center are assigned with skill levels to serve a queue. The skill level determines the routing of interactions within a queue. Virtual Contact Center attempts to direct interactions to an agent with a higher skill level before directing them to an agent with a lower skill level.

In this release (9.4.1+), we have increased the flexibility in assigning skill levels to agents. Previously, agents were assigned with one of three skill levels: Low, Medium, and High. The skill levels are now represented with ten numerical values ranging from 10 to 100 with an increment of 10, with 10 being the lowest and 100 being the highest. With this upgrade, existing skill levels are mapped with following numerical values:

To assign skill levels to agents:

  1. Log in to Configuration Manager.
  2. Go to Agents.
  3. Select an agent to edit.
  4. Go to the Queues tab.
  5. Click the skill level for the selected queue.
  6. Select a desired numerical value to represent the skill level of agents to serve the queue.
  7. Save the changes.

You can also assign skill levels by navigating via the Queues option in the main navigation menu.

Change of Behavior

While pulling emails agents are required to change their status to Work Offline. Previously, after pulling emails, once the post processing timer elapses, agents were placed in Available status. With this release, agents are placed back in Work Offline status after the post processing ends.


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