Agent Experience
Skylight for Salesforce
Agent ExperienceWhat is it? An out-of-the-box integration between the Skylight agent experience and the Salesforce.com CRM system. The integration allows agents…
Read MoreSkylight for Zendesk
Agent ExperienceWhat is it? An out-of-the-box integration between the Skylight agent experience and the Zendesk CRM system. The integration allows agents…
Read MoreSkylight for Salesforce Lightning
Agent ExperienceWhat is it? An out of-the-box integration between the Skylight agent experience and Salesforce Lightning. The integration allows agents to…
Read MoreAgent Notifications in Skylight
Agent ExperienceWhat is it? By default, agents are now notified by an audio and visual notification when they receive a voice,…
Read MoreCopying Chat Transcripts
Agent ExperienceWhat is it? Agents using any Skylight product can now copy their chat transcripts. To copy a chat transcript for…
Read MoreTime Limit for Saving Notes in Skylight
Agent ExperienceWhat is it? Previously, notes entered in Skylight had to be saved within 5 minutes of wrap up. If the…
Read MoreQueue Callback Expiration Time Frames
Agent ExperienceWhat is it? The expiration time frame for queue callbacks can now be customized in your flow design. Previously, queue…
Read MoreOutbound Mode: Do Not Disturb
Agent ExperienceWhat is it? Agents can now select a new work mode called Do Not Disturb Outbound, in addition to the…
Read MoreWFM Interval API Updates
Agent ExperienceWhat is it? The WFM Interval API has been updated to add statistics to the responses for the following endpoints:…
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