This release includes a new feature added to email interactions, the ability to Cc and Bcc contacts. Another small, but welcome addition to the product as we expand and develop our omnichannel options further. As well as this feature, we have added several enhancements and fixes to general areas of the product detailed below.

New Feature

[FR]*Cc and Bcc options for email channels. A new default feature for the email channels where the option to Cc and Bcc emails are now available. For more on how this looks, see this guide.

Product Enhancements

Manager Portal/Web agent

Complete transfer button. An intermittent issue was reported where the complete transfer button did not show on a conference/transfer call. We have identified the cause and resolved the issue.

Stuck calls. An error was identified whereby it appeared to agents that an inbound call tab was 'stuck' with them after being dispositioned. This only occurred within interaction campaigns and has been resolved in this update.

UI theme: Dark theme. A change to the UI caused log-in text to become difficult to read when the dark theme was applied. This has been improved in this update.

Manager Portal/Admin

IVR history. We have added general improvements to the way calls are logged in IVR queues.

Manager Portal/Data

Inbound call list mis-association. Under very specific circumstances, inbound calls were being assigned to a different list when dispositioned by the agent. This issue was reported by one customer and was not reported elsewhere. The issue has been fixed with this upgrade.

Manager Portal/Quality

Coaching UI issue. Some users reported that the CTU list panel within the coaching page would not display the 'quick actions tool' when hovering over a users profile. This issue has been rectified in this update.

Manager Portal/Reporting

Supplier summary report. A fix has been applied to the 'Total Lead Cost' calculation as previously, it was not populating until data had been dialled. From this update, the column will populate upon import completion.

Inbound Reports. The 'acceptable queue time' calculation has been updated to be more accurate on the following reports; Inbound Abandoned Calls, Inbound Agent, Inbound Demand, Inbound Intra-day and Inbound Overview.

Scheduled reports - Some users reported their scheduled reports were not being received. We have added improvements to the schedule process to mitigate this issue.

Manager Portal/Advanced

Custom Data Fetching error message. Some users reported that when trying to create a filter, an unexpected error message was appearing and would not be removed without a page refresh. This issue has been resolved in the update.

 [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.