Agent Statistic Charts

You can display the Term Code Distribution and Time Distribution statistics as a bar chart, a donut chart, or a table, in addition to a pie chart on a U-CRM Agent Desktop.  You can also display Productivity statistics for your agents as a spline chart or as a table. To facilitate these enhancements, in Designer, on the Properties tab for the Stats element, the Type field has been added.

Contact Screen

You can change the appearance of the main area and the Detail tab of your contact records that appear within the Ticketing component. To facilitate this feature, in the Contacts Admin window, the Screen tab has been added.

The Contacts Admin window appears when you click Contacts > Contact Views on the Configure tab.

Email and SMS

An agent can send emails and SMS messages from a U-CRM Agent Desktop only if the corresponding channels are enabled on their agent profile (that is, the Channels tab in the Agent Details window).

Performance Analytics Dashboards

You can display the Performance Analytics dashboards on a U-CRM Agent Desktop. To facilitate this feature, in Designer, on the Design subtab, the BI element has been added. The BI element enables you to specify a Performance Analytics dashboard.

Recently Viewed Records

Agents can view or access the last 10 accounts, last 10 contacts, and last 10 tickets that they viewed on a U-CRM Agent Desktop. As a result of this enhancement, the following changes have been made in Designer:

  • On the Design subtab, the Recent Viewed element has been added. 
  • On the Properties subtab for the Home Bar element, the Recently Viewed checkbox has been added.

Required Fields

You can define which of the fields in a ticket must contain a value (mandatory fields) in order to create or update a ticket. To facilitate this enhancement, in the Tickets Config window, on the Screen tab, in the Selected section, the Required column has been added. 

Ticket Forms for Agents

You can enable your agents to use a ticket form when creating a ticket on a U-CRM Agent Desktop.

  • The maximum size of the files that you can attach is 4 MB.
  • A customer can also attach files when creating a ticket through the web widget (this depends on the configuration of the ticket form used in the widget).