1 TOGGLE PHONETIC SEARCH
It is now possible to turn on/off phonetic search in the Web Client. You simply click on the search setting and select/deselect phonetic search.
2 PREVIOUSLY TRANSFERED TO
If you receive a call, that has previously been transferred by an agent, it will now appear on the right hand side. If you click on the name, you will make a search for that contact. If you click on the number, you will be presented with the option to transfer to the contact or to call the contact.
3 SET AGENT EMAIL AS SENDER
When you send an email, you can now select if you want to send from the standard email address for the system, or if you would like to to send the email using the agent own email.
Simply select the desired sending email in the "from" dropdown box at the top of the page, and this email will be send with the selected sender.
To use this new feature, the option to use "send as" must be configured on your Azure AD.
4 SHOW LANGUAGE ON QUEUES
We have in Zylinc Cloud always been able to select a default language for a given queue, which dictates which voice prompts to use. However we now also use this information in the webclient, so when a call comes in, it will show the language of the queue to the agent. This information will be shown both as the call is currently in the queue, as well as once the call is being offered/answered by an agent.
5 IMPROVEMENT TO SEARCH
We have improved the general search ranking for results when using our default search. The ranking and results further improves if you add additional terms to the search.
If you type in "Chris", the ranking will put a man with the name "Chris" at the top instead of someone called "Christian". Likewise if you add multiple terms or phrases to the search, we will rank the results after those who closes matches the exact input of each term. If none of the phrases matches exact, we broaden the search to partial match.
Overall this will make our search more precise, and reduce the time spend on finding the correct contact.
6 TEAMS ICON UPDATE FOR WEB AGENT
We have made changes to the icons related to Teams chat. This is a purely graphical change, and the underlaying functions are still the same.