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Unified Agent Desktop Updates

Agent Panel Reskinning

 

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 hamburger (tribar) button in the upper left part of the panel.

Hamburger (tribar) button in UAD

Clicking this button will minimize the control window and the widget area will be maximized.  You can return to the original view clicking the arrow button in the area as the hamburger button.

Arrow button in UAD

When the agent panel is collapsed, during In Call state, call controls are minimized in a separate pop up window.

Minimizable Call Control pop up

Agent to Agent Chat

Previously, 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 supervisors.

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

 


 

  • Agent chat records are not stored in the voice portal.
  • Agents connected to the voice portal are available for chat regardless of their current status (Ready, Not Ready, etc.)
  • Agents In Call status are able to user agent chat without the need to disconnect from the call.

 

International Manual Dialing

 

This version introduces International dialing via manual dial services. Once this feature is configured, agents can dial an International number. Select and hold the 0 (zero) button,  the + symbol gets entered which signifies an International dial. Alternatively, agents can enter the + symbol using your keyboard.


Manual dialing key pad


10 Digit Input Requirement 

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 dial.

 

 

The system validates if the phone is the same, and if its, makes the phone call.  If the wrong phone number is manually entered, the agent will be presented with the following message:

 


 

Screen Recording Enhancements


Screen 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 users. For configuration details, see User Enhancements U9 section.

Call and Screen recording controls

Percentage based screen recording


 
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.
 
 
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