Product Updates
Access Controlled Reports
ReportingWhat is it? Access Controlled Reports and a new corresponding Access Controlled Supervisor Role are now available. With these features,…
Read MoreConfigurable Service Level (SLA) by Tenant
ReportingWhat is it? The ability to configure SLA for your tenant is now available. In addition to setting the Service…
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 MoreThrowing a Signal with an Event Branch in Flow Designer
PlatformWe've updated the Event Branch notation in Flow Designer to enable an optional signal throw. You can now design your…
Read MoreConfigurable Enqueuement Directions
PlatformWhat is it? A new input parameter has been added to the queue flow notations that allows you to select…
Read MoreEstimated Wait Time
PlatformWhat is it? Estimated Wait Time is the estimated length of time an interaction will wait in the queue until…
Read MoreImporting and Exporting a Flow Between Tenants
PlatformWhat is it? Export a flow from one tenant and import it to another tenant. Importing an exported flow provides you…
Read MoreReporting API End Points (RTA / WFM Historical)
ReportingWhat is it? Realtime Adherence (RTA) Data: Retrieves agent state information that third party WFO systems can use to monitor…
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