Agent Experience
Disable “All Agents” and “All Queues” Transfer Lists
Agent ExperienceWhat is it? Administrators can remove agents and queues from the transfer menu for specific agents. View All Queues: When…
Read MoreTransfer Menu Preferences
Agent ExperienceWhat is it? The Preference Menu in the Agent toolbar has been updated to include a Transfer Menu section. Agents…
Read MoreAgent Experience Permissions for Transfer Menu Items
Agent ExperienceWhat is it? Agents now require specific permissions to view Agents or Queues in their toolbar Transfer Menu. The AGENT EXPERIENCE…
Read MoreNew 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,…
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