Unified Agent Desktop UpdatesAgent Panel Visual Modifications With this version, the agent panel can be collapsed or expanded so that more or less space is given to widgets. With a collapsible Agent panel, agents are able to maximize their desktop screen for any widget based application. Agents are now able to collapse the agent panel on their Unified Agent Desktop by using the Collapse Menu button (three horizontal bars) in the upper left part of the panel.
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Clicking this button will minimize the control window and the widget area will be maximized. You can return to the original view by clicking the Arrow button in the in the upper left part of the panel.
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If the agent panel is collapsed while agent is in Call, call controls are minimized to be available for the agent in a separate pop up screen.
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Agent to Agent ChatPreviously, only supervisors were able to contact agents from the voice portal to initiate chats. With this enhancement agents can initiate the chat with other agent and supervisorsagents. When this feature is enabled, agents are able to search for available agent by agent name (left panel on the Chat tab) and start a conversation. Agents that have un-viewed chats from either a supervisor or another agent will see a numerical indicator next to the CHAT icon of how many unread messages they currently have.
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- Agents can only initiate chats with other agents.
- Agent chat records are not stored in the voice portal. Chats are only stored for the duration of the session. Once agent logs off, the chat history is deleted.
- Agent can receive or send instant chat messages to other agents Agents connected to the voice portal are available for chat regardless of their current status (Ready, Not Ready, In Call, etc.)Agents In Call status are able to user agent chat without the need to disconnect from the call.
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International Manual Dialing This version introduces International international dialing via manual dial services. Once this feature is configured, agents can dial International number. Select dial international numbers (up to 13 digits). To dial international number, agent should press and hold the 0 (zero) button , until the + symbol will be entered which signifies an international dialappears in the phone entry space, then follow with entering the number beginning with country code. Alternatively, agents can enter the + symbol using your keyboardtheir keyboard. For configuration details, see User Enhancements U9 section.
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This release offers users the ability to require a 10-digit entry for the Contact List (aka Click-to-Dial) widget. This option is configurable and disabled by default and can be enabled by Client Services. When enabled the agent is required to type in the phone number.When the agent is in contact list widget (click to dial), the agent can select a contact, and click in the phone icon. A a dialog appears, asking to write the phone number to dialA 10-digit input requirement is enabled by default. Agent will be presented with a dialog asking to re-enter the 10-digit phone number.  Image Removed Image Added
The system validates if the phone is the same, and if itsit is, makes the phone call. If the wrong phone number is manually entered, the agent will be presented with the following message:
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Screen Recording EnhancementsScreen Recording Controls
Previously, the manual call recording controls were used to control (pause, resume, and stop) the audio recordings only. With this version, the agents are allowed to use call recording controls as audio and screen recording controls if the functionality is configured by the permitted administrative users. For configuration details, see User Enhancements U9 section.  Call and Screen recording controls
Designer Panel With this version, the system will record agent's screen for the set percentage of calls approximately. For configuration details, see User Enhancements U9 section. This version allows agents to access and use Designer panel (targeted scripts which guide an agent in specific activities) if enabled by administrator. Once signed into the Agent Desktop, agents need to enter the credentials provided by the administrator to sign into the Designer panel.
 Image AddedDesigner panel sign inThe Designer panel is always open and gets refreshed to that same panel when a new call comes in. Designer panel opens on agent login and persist throughout the agent session being refreshed on different events such as receiving a call. Once signed in, agent have the ability to navigate through the screens. The specific objects in the account detail screen can be different based on the account type of the account being viewed (this is set by administrator). Agents can search for records, update fields as allowed, create contacts, review data and initiate calls.  Image AddedDesigner panel in agent desktop | Info |
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Agents can search accounts when they are not on a call. |
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