Product Updates
CxEngage Quality Management: Delete & Download Screen Capture Video Files
PlatformWhat is it? This update will provide users the ability to select, delete, and download video files that are stored…
Read MoreSearch & Filter in Scroll Lists
PlatformWhat is it? Supervisors, Admins, and Quality Managers need an easy way of filtering user, resource, and group related entities…
Read MoreUpdate to Global Priority Queuing
PlatformWhat is it? The queuing algorithm within CxEngage has been optimized to improve the overall performance and allocation rate or…
Read MoreWFM Queue API Updates
PlatformWhat is it? In this update, we’ve added support for a broader, more granular set of metrics in our WFM…
Read MoreConfigurable Service Level Agreement (SLA) by Queue
ReportingWhat is it? Configurable SLA by Queue is a custom stat that is configured within the Admin Configuration UI to…
Read MoreRinging Media for Queue Callbacks and Click-to-Dial
PlatformWhat is it? In a previous release, we introduced early media for Queue Callback and Click-to-Dial functions. Early media plays…
Read MoreDynamic Media Lists
PlatformWhat is it? The Collect Digits and Play Media notations have been updated to include Media List and Dynamic List…
Read MoreCxEngage Quality Management Reporting: Interaction ID and Summary Columns
PlatformWhat is it? Interaction Id and Summary columns have been added to List Evaluations reports. This enables client to run…
Read MoreCxEngage Quality Management: Coaching Comment Workflow Improvements
PlatformWhat is it? An enhanced UI of the Coaching Comments window within the Quality Management media player provides Supervisors and…
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