This release contains the following enhancements:

  1. Agents can now alphabetically sort names in Contacts and Directory; this allows for quick search and find for improved customer experience.
  2. Additional details for a callback are now displayed to the Agent.  This includes: assigned team name, number of attempts, remarks, customer name, and state.  This provides a value-added callback experience due to the Agent having more information about the customer.
  3. Agents can select and copy a valid 10-digit United States phone number and this number automatically is pre-populated in the agent dial pad.  This allows for quicker call interactions and automatic inclusion of valid numbers.

This release contains the following bug fixes:

  1. Delays in the calculation of the amount of time an Agent was in a state caused different counter values in areas such as the queue summary and the Business Process stats.
  2. Web Agent using Teams was incorrectly offered a telephony interaction after the interaction was ended.



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