Release notes v. 2.3

1 INTRODUCTION 

Our new presence overview, called "Receptionist", will be available for all Web Agents at launch.

You will find the overview in the tab on the left side.

The new presence overview includes the same data as the former layout, but is rearranged for faster handling of calls, providing a simple and better overview for agents, who's mainly task is to transfer calls.

In the receptionist layout, we have moved "Queues" and "Agents" to the lower left-hand corner and left the entire righthand side empty to begin with, until a contact is chosen.
When choosing a contact, the right-hand side will show all the information we have on the selected contact, and you can navigate to the contacts department, office etc. by clicking on the looking glass.  

 

The search field has been moved to the middle of the screen, just above our search results, which is now aligned in rows and columns for easier overview. 

Finally, you have the possibility to switch between the former layout and the receptionist layout in order to give you the freedom to use the layout that suits you the best. You can freely choose layout in the left-hand side, by pressing the icon. It is also possible to switch between layouts while being in a call, so it is not a binding choice.

 

 

 

2 SELECT CALLER ID

Once selected, the number will be shown below the queues. To remove the setting, click the X and you will now show your default number when dialing out.

3 TEAMS CHAT FOR QUEUE MEMBERS

We have included the option to open up a Teams chat with all members on a queue. To do so, click the 3 dots next to a queue and select "Open Teams chat". Your teams application will open a group chat with all active agents.

If you only want to start a Teams chat with one agent, select the agent in the "Agents" tab list and click the 3 dots, and then, choose Teams chat.

 

 

4 MOUSEOVER PRESENCE STATE

To improve usability in our client, we have improved the mouseover information for our presence state. Now all icons will have an explanatory note below if  you mouseover, so you get an explanation for why the contact is showing available or busy.

 

 

5 DEFAULT TEMPLATES FOR EMAIL AND SMS 

You can now select default templates to use for sending emails and sms messages.

For email
Press the template dropdown and press the star on your default choice. This template will be used going forward.

For SMS messages
You can assign the star when selecting a template.

 

 

6 PORTAL FOR SEND SMS AND EMAIL

We can now show all emails and SMS sent through the client. We have compiled the information in two different portals one for each. You can find these portals under our "Statistics" along with our other dashboards.

In the portal, you can see the sender, receiver and subject, as well as the content of the message by clicking on it.

7 NOTES ON CONTACTS

Per request from our community, we have now added a note on all contacts, where you can enter miscellaneous info, like "This contact is only available Thursdays between 10 and 12.00". 
In order to add the note you have to edit the user and then fill out the field called "Note".

The note is visible for all agents.
It is not possible to search on notes, you therefore need to use keywords if the information shall be searchable.

8 SEARCH FIELD FOR QUEUES

To make it easier to find a specific queue, we have added a search field into the frame, which is specifically linked to the queues. You can use both the full name of the queue or parts of it when searching.

9 SKILL BASED ROUTING 

We have introduced skill based routing as an alternative to our normal routing rules. To enable skill based routing, you will have to configure a queue and change the distribution setting to skill based.

You can assign multiple skills to a queue, and assign a value between 1 and 10, with 10 being the best. Going forwards, we will try and find an agent with the highest value for all skills (must have all), or the highest value for the most valued skill if none have all - e.g. if you use Sales (10) and Support (8), we would look for an agent with skills in both, and if none had both, we would find one with skill in Sales before using agents with only skill in Support.

 

Once done, you can then go to an agent, and add skills and values.

 

Remember that we use the skill value to distribute calls, so those with the highest values will get the most calls.

9 AGENTS CREATED FROM .CSV

When you import a .csv file, you can now assign a tag value to those contacts that are imported.
This means that they can now be used as agents in agent groups, despite not being part of the Azure AD.

The file used for this import must be placed on a publicly available network.

10 LOOK IMPROVEMENT

We have added new options for "Caller Lookup", which allows us to pull data from more varied sources. Currently we have included Zendesk and Custom web API endpoint, in order to enrich our caller information.
To use the new feature, select  Information providers, and then add the information providers you need. If you select one of our new options, you will be required to enter additional information as stated on the page.

11 OPEN API

With our new Open API, we have the possibility to send events through API.
To activate it,  you need to go to Open API clients, where you can enter your Client ID, Client Secret and Webhook URL. 
As we expand our API, the types of events and the actions you can perform will expand.

Currently, the API will provide the following call events that you can subscribe for:
- A-number
- Queue name and number
- Agent name and id and number (b-number)
- Call datetimes: Start, End, Talk time etc.

Additionally, you can order a callback using the API.

 

12 ORDER CALLBACK FROM WEB 

With the use of our API, you can now build an interface on your webpage, that allows the user to schedule a call back from one of your queues. The agents will then receive the call back request in the queue at the time specified by the user.

 

In our API documentation​ you can read how to setup this feature.