This minor update to the system contains a new added feature option to interaction channels. It also includes some improvements to the web agent interaction history function, manual dial transfers and the supplier summary report.

New Features

Manager Portal/Admin

Interaction capacity at agent level. A new plan can be created which can then be assigned to an agent, this will limit their overall capacity, reducing the maximum number of interactions which they can handle at any one time. The users capacity will be which ever is lowest, the capacity which is set on the Channel or the capacity which is set on the Plan. Please see this guide for more information.

Product Enhancements

Transfer drop. Under certain circumstances, some users were unable to connect calls when doing a manual dial, putting a call on hold and selecting the transfer button. This process has been improved to stop any future instances occurring.

Supplier summary report optimisation. General performance improvements to the generation of a supplier summary report.

Manager Portal/Web agent

Ticket history SMS icon. In the web agent interaction history panel the icon which identified the interaction as an SMS was not displaying correctly, this has now been resolved.

Web agent ticket history. Better information has been added into the Interaction History panel including the showing of the previous users who have handled the interaction. Also, a new permission has been created (on by default) to be able to access the full transcript of an interaction.

 [FR] - This new feature/change has been added as a direct result of customer feature request(s).

* New additions are currently in the Beta phase of production. You may see the following icon for areas containing these features and changes within the product;