Update 3.0.5.0 Release Notes
The MaxContact Omnichannel system has recently undergone a development cycle where we have improved the functionality of the system. Shortly, version 3.0.5.0 will be released to all customers.
This article highlights the main additions and changes;
ACD Queues are now integrated into the live queues page - This means on the live queues page you can now see all calling queues (Calls that are currently in the queue and who is assigned to them and active on the queues).
Can disable some omni features - You now have the option to switch off Omni altogether, hiding all omni related features. Alternatively, you can turn off chat or email separately which removes them from admin pages.
Thread is now known as 'Ticket' - This has been changed to provide clarity within the terminology of the product as thread was a little confusing to some.
Convert to call UI improvements - The convert to call panel has been upgraded to fit better with the overall product and make it easier for users to navigate the screen.
More notifications for the agent on queue removal - Users will now see a pop up on screen informing them of when they are added or removed from queues.
Force and keep agent ready - If agents want to log out they must request to log off and can only do so once all of their current interactions have been handled. Upon selecting a change status request, the system will not add anymore interactions to the agents capacity, when all current ones are handled, they are then granted the request. (Supervisors can cancel the request in the Interaction Queues page).
Inbound calls can be blended with Emails - Allows agents to handle email interactions between calls as emails have longer SLA's. Chat cannot be blended with calls as this would prove problematic for users to manage.
Auto response templates for chat can be created - Examples of this are;
- Greetings
- Estimated Queue Time
- Customer Idle for X minutes
- Out of hours
For a full list of changes, click here.
