1. The following changes have been made to the members view on all dashboards:
A new Company Directory navigation button has been added to the home menu bar, which serves as a shortcut to the member view screen.
You will be presented with a real-time view of individual members and their current activity – ie, on call, available, offline.
2. The following changes have been made to the agent’s contact card:
When a linked call needs to be transferred, you will be able to search for members from the contact card.
A Check Member Availability button has been added to the contact card, which allows you to search for members of the organization when a live call comes in.
You will be presented with a list of members and their channel activity – such as first name, surname, presence, activity and search criteria.
You will be able to filter results based on the following search criteria: first name, surname, full name, extension and role.
A live indicator has been added to the interaction on the right-hand side of the conversation segment.
Additional changes: On the interaction journey, task name has been added, which replaces the player on the workflow while conversing.