December 2 - 6, 2024

New in this release

Improvements

UX and UI improvements

Agent List

The Agent List widget in the Real-time dashboard has been updated with a refreshed user interface. While the core functionality remains unchanged, the new design offers an improved visual experience and a more user-friendly layout, ensuring easier navigation and enhanced usability.

Agent Zoom

The Agent Zoom panel has been redesigned to provide a more streamlined and intuitive experience. Supervisors can now monitor and manage individual agents and interactions with ease. Queue assignments can be performed dynamically. Supervisors may also set agent availability or log out agents as needed. The panel provides the following manager actions: silent monitoring, whisper coaching, barge-in, call intercept, and call termination.

Call suppression limits

Outbound redial call suppression limits are now controlled globally by default with the value set for the Max call attempts option in System settings. To set different maximum call attempts for individual teams, disable the new Set maximum limit for all teams option.