Keyword groups
December 19, 2024
You can now generate a report on the use of a keyword group by agents and teams for a specified date or date range, with links to detailed Call Detail Records (CDRs).
Related articles:
- Keyword groups
- Keyword groups report
- Keyword compliance
- Historical reports overview
- Call Detail Records overview
WhatsApp Message node
December 19, 2024
The Message node for digital channels flows enables you to send automated WhatsApp messages to contacts during an inbound WhatsApp interaction. WhatsApp messages can include text and reply buttons that enable you to route the interaction based on the button the contact clicks.
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Call analytics webhook
December 19, 2024
The Call Analytics Available webhook POSTs a request when the Speech Analytics results for a call are available in the Call Detail Records.
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Message sent webhook
December 19, 2024
The Message Sent webhook POSTs a request when a digital channel message is sent by an agent.
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Inbound Flow reporting
December 19, 2024
The names of Flows are included in the Extended Call Details of inbound interactions.
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ProftIT Dialer campaigns
December 19, 2024
You can now use the Brand filter when importing a calling list from ProftIT to your Dialer campaign.
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Agent List
December 6, 2024
The Agent List widget in the Real-time dashboard has been updated with a refreshed user interface.
Related articles:
- Agent List
- Agent Zoom
- Supervisor Guide overview
- Using Dashboards to monitor agents
- Real-time dashboard overview
Agent Zoom
December 6, 2024
The Agent Zoom panel has been redesigned to provide a more streamlined and intuitive experience monitoring and managing individual agents and interactions. Agent Zoom includes the following features:
- Dynamic queue assignment
- Set agent availability
- Log out agents
- Manager actions:
- silent monitoring
- whisper coaching
- barge-in
- call intercept
- call termination.
Related articles:
- Agent Zoom
- Agent List
- Supervisor Guide overview
- Using Dashboards to monitor agents
- Real-time dashboard overview
Call suppression
December 6, 2024
Outbound redial call suppression is now globally controlled by default, using the Max call attempts setting in System settings. To customize maximum call attempts for individual teams, simply disable the Set maximum limit for all teams option in System settings.
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Salesforce integration
December 5, 2024
A troubleshooting section has been added to the Salesforce integration documentation.
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