November 25 - 29, 2024

New in this release

Wrap-up codes

The Wrap-up codes page now includes the Wrap-up code groups feature.

• The Enable after call work (ACW) activities and wrap-up codes option must be configured in the System Settings.
• To create and manage wrap-up code groups, the Edit Wrap-up codes permission must be granted in the user's security access group.
• Use the Wrap-up code groups tab on the Wrap-up codes page to create and manage wrap-up code groups.
• Assign wrap-up code groups to teams on either the Teams page or the Wrap-up codes page.

Wrap-up code groups

Wrap-up code groups enable you to create discrete sets of Wrap-up codes that you can assign to teams of users. When completing interactions in Agent Panel, all user's on the assigned team will see only the wrap-up codes assigned to their team. Previously, all wrap-up codes in your contact center were available to all users.

User Profile

User's can now change their password from the User Profile panel. To enable this feature, grant the Allow change password permission in the user's security access group.

Password change

To change their password, the user should click the User Profile icon in the Voiso main menu bar, then select Account settings. In the Password section, the user should click Change password, then follow the instructions. As with all Voiso passwords, the new password must contain at least 8 characters, including an uppercase character, a number, and a special character.

Agent Panel

When searching for agents or queues to transfer, consult, or conference an interaction in Agent Panel and Omnichannel Workspace, agents can now search for targets by name or extension. Previously, agents could only enter the extension directly.

Search for agents and queues

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

Improvements

Other improvements

Webchat customization

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.