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      November 2024
      • 25 Nov 2024
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      Contents

      November 2024

      • Updated on 25 Nov 2024
      • 2 Minutes to read
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      Article summary

      Wrap-up code groups

      November 25, 2024
      Administrators can now use wrap-up code groups to create discrete sets of wrap-up codes that relate to different business processes or groups. Wrap-up code groups are assigned to teams of users. Only the assigned wrap-up codes are displayed in the Agent Panel when a user completes an interaction.

      The feature is enabled in the System Settings by selecting the Enable after call work (ACW) activities and wrap-up codes option.

      Users with the Edit Wrap-up codes permission set may create wrap-up codes and wrap-up code groups.

      Wrap-up code groups are assigned to teams when the group is created or edited on the Wrap-up codes page or on the Teams page.

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      Password change

      November 25, 2024

      Administrators can allow users to change their password by assigning the Allow change password permission in the user's security access group. When this permission is granted, the Change Password feature is added to the Account settings panel which is accessed through the User Profile menu in the Voiso main menu bar.

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      November 25, 2024

      A new search feature is added to the Agent Panel when an agent clicks Blind transfer, Consult, or Conference while handing an interaction in Agent Panel or Omnichannel Workspace. The search feature has two options, Agents and Queues. Agents can browse the list of targets or search by name or extension.

      Caution

      Only users and queues with an extension can be found by the search feature.

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      Webchat configuration customization

      November 25, 2024

      Use the new username parameter in the Webchat widget JavaScript code to automatically insert the name or ID of contacts that are logged in to your website.

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      Extended Call Details: Voice

      November 6, 2024
      The Topics wave in the Extended Call Details Call recording audio player now includes a notification if none of the configured topics are found in the call recording, and the Topics wave is grey where no topics are detected.

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