Product Updates
Configurable 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…
Read MoreDisable “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 MoreContextually Assign Transfer Lists from Flow
PlatformWhat is it? Transfer Lists can be contextually assigned from the flow prior to the sending the work offer to…
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…
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