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CNAM DisplayAgents You can now see view 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 PanelID name (CNAM) for inbound calls.
If you are a digital agent or a knowledge workerIn Agent Desktop, you can now resize the panels . You can redistribute the panels into on the Agent Desktop.
EnhancementsThis section describes the enhancements in the following product categories. Agent DesktopKnowledge Worker Desktop ModeThe Knowledge Worker desktop mode now has the following enhancements:
Data Management
Time Distribution WidgetThe Time Distribution widget now has the following enhancements:
Agent Productivity WidgetThe last date value on the axis now displays the current date. Contact List WidgetIcon colors (blue for click-to-dial, black for click-to-sms, and green for click-to-email) now denote the enabled status. Grey denotes that the icon is disabled. Contact History WidgetThe default view no longer displays the following information: contact target, agent, contact from, and message.
You can no longer log on to the Agent Desktop when the maximum number of active agents that are logged on for an instance has already been reached. VoiceVoicemail 2.0You can now record or upload a personal greeting message (supported file format: .WAV). In addition, time stamp for past and current voicemails appear in the Voicemail section of your inbox.
Anchor | phonebook | phonebook | Personal Phonebook for Backoffice AgentsA 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. Anchor | autologin | autologin | Auto-login in Knowledge Worker ModeIf 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. Anchor | timer | timer | Timer Display in Knowledge Worker ModeIn Knowledge Worker desktop mode, the timer appears only if you are in 'In-Call' status. Anchor | history | history | Call History for Backoffice AgentsThe 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. Anchor | adn | adn | Close or Exit ADNWhen 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. Anchor | lookup | lookup | Lookup Account Information ButtonThe 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 ManagementInsightNon-VoiceQualityVoiceEnhancementsThis section describes the enhancements in the following product categories. Controls
Anchor | agnenhctrl1 | agnenhctrl1 | Feature 1<Brief description of the feature without screenshots or procedures.> Anchor | agnenhctrl2 | agnenhctrl2 | Feature 2<Brief description of the feature without screenshots or procedures.> Data ManagementInsightNon-Voice
Anchor | aat | aat | Agent to Agent TransferYou can now transfer a chat, email, or SMS to other available agents. QualityVoice |