Unified Agent Desktop Updates
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.
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
Call and Screen recording controls