Product Updates

Queue Callback Expiration Time Frames

Agent Experience

What is it? The expiration time frame for queue callbacks can now be customized in your flow design. Previously, queue…

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Outbound Mode: Do Not Disturb

Agent Experience

What is it? Agents can now select a new work mode called Do Not Disturb Outbound, in addition to the…

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WFM Interval API Updates

Agent Experience

What is it? The WFM Interval API has been updated to add statistics to the responses for the following endpoints:…

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