Page History

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<Brief description of the feature without screenshots or procedures.>

Agent Desktop

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Caller Name Display

Agents can now see the caller's name in the inbound calls. If the caller name information is not available, the caller's name is displayed as Unknown.

This information is displayed in the ACD and Direct tabs of the Agent Panel.

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Resize Panels in Desktop

In Agent Desktop, you can now resize the panels. You can redistribute the panels into a maximum of 50% / 50%. Note that a Voice Agent cannot resize any of the panels. A Digital Agent can resize all the tabs except the Voice tab. A Backoffice Agent or Knowledge Worker can resize all the tabs. The system will preserve the new panel widths in all tabs, even after logout and re-login.

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Personal Phonebook for Backoffice Agents

A backoffice agent can now use a personal phonebook anytime that contains the agent's personal contacts. Only the agent can access his personal phonebook. Agents can add contacts in the phonebook and can modify or delete the entries.

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Auto-login in Knowledge Worker Mode

If only a single service is assigned to an agent and the desktop mode is set as Knowledge Worker, the agent doesn’t need to select a service when logging into the Agent Desktop.

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Timer Display in Knowledge Worker Mode

In Knowledge Worker desktop mode, the timer appears only if you are in 'In-Call' status.

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Call History for Backoffice Agents

The Agent Desktop for Backoffice agents now shows the agent’s call history. The Call History tab displays the list of recent 100 calls made by/to the agent.

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Close or Exit ADN

When you click the Close (x) button in the upper right corner of the Agent Desktop Native, the application is not completely closed, instead the app window is minimized. The system keeps you logged in and you can accept phone calls.

To exit from the app, you can right-click on the minimized ADN icon and click Quit or select the quit or log out option from the maximized app window.

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Lookup Account Information Button

The lookup account information button in the Agent Desktop now functions when the U-CRM is displayed. When you click the button, the Contact information is displayed in the U-CRM.

Data Management

Insight

Non-Voice

Quality

Enhancements

This section describes the enhancements in the following product categories.

Controls