Release 4.9.3 adds 2 new features to the product. Were excited to announce the redesign of the Campaign manager, a page used by a large percentage of clients, and a new feature for web agent users to access/add/update a leads information without the need for a call/digital interaction. As well as these additions, there are also some minor bug fixes and performance improvements to the product.

New Features

Manager Portal/Campaign Manager

Page refresh of Campaign Manager. We have updated the campaign manager page to fall in line with our other refreshed pages. All previous functionality remains but with a fresh new look. See this guide for more.


Manager Portal/Web Agent

Script without call or digital interaction. We have added a new feature which allows users to bring up a lead within web agent without having to initiate a call/interaction on the system. They can then use the basic script functionality* to view/edit/update the leads data or just navigate through the script. 


Use case examples

Quality assurance - Clients with QA teams may wish to log into a campaign and initiate a 'script only' whilst listening to call recordings. This will enable them to more accurately gauge, not only where the script helps/hinders, but also, the agents performance on the call in relation to the process set out via the script.


Update Lead info - Using script without lead allows you to go into a script with a lead loaded and modify the information recorded/presented. Examples such as user error, missing information or collecting information from another source can all be remedied in this way.


Training - Without the need for multiple test calls to internal numbers/mobiles, your users can get a handle on how the script works and the options it presents at a pace suitable to all. Training sessions can be undertaken in groups settings around one screen without the need to call people to see how the script presents.


For more information on this, see this guide.

Product Enhancements

Manager Portal/Result Codes

ITXUSERDISCONNECT. For customers that handle digital interactions, there is a default system result code ITXUSERDISCONNECT that had being incorrectly set to to visible in Manager Portal. If this was updated by users this would have negative impacts to Web Agent users. This has now been hidden and the result codes default settings restored.

As well as the highlighted areas above, there have also been various minor quality-of-life improvements and software stability fixes added to the product. 
New additions are currently in the Beta phase of production. You may see this icon for areas containing these features and changes within the product.