Agent Experience
New Permission: Agent Experience Metrics View
Agent ExperienceWhat is it? The permission AGENT_EXPERIENCE_METRICS_VIEW enables users to view and select statistics in the Skylight suite of products. This…
Read MoreEarly Media for Queue Callbacks and Click to Dial
Agent ExperienceWhat is it? The Queue Callback and Click to Dial features now support early media. While performing a queue callback…
Read MoreSkylight 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 More
