167 results found

… be able to: Link multiple contacts together via a unique CX case. Configure how you want to score CX case outcomes. Evaluate all of the contacts in a CX case and then assign an overall CX case outcome. A CX case …

… This article provides an overview of changes and additional features included in the April 19th,2022 release. … a customised set-up before they can be activated. In addition, some features may have a set-up and/or monthly cost … Performance improvements A rare bug that could cause Forwarding of calls to fail has been fixed Translation fixes …

… interface look. Some of the functionality is rolling out gradually second half of 2025, if you as a customer are not …

… Users have the option to create a case by clicking on the “Create a new case” button. At the centre of the screen if they haven’t … menu with available forms (configured in Puzzel Case Management) that users can choose from depending on their …

… No such event in Raw data. This is the time from Callback was ordered until the callback is answered (for callback … are overlapping with speaktime in Conversation (c) events.  Waiting for Scheduled time For Scheduled calls only. This is the time from the Scheduled call was created by agent until the Scheduled time (which might …

… Based on Team Assignment We've introduced intelligent team-aware channel resolution that automatically ensures agents … Channel Selections" is configured for specific channel types • The system automatically uses these defaults when … falls back to the original channel to maintain backwards compatibility Cross-Channel Type Protection: The …

… included in the planned release window of  November 23rd to November 30th , 2023. The changes made in this … customer, and the script. This preview is presented while waiting for the call to start or for the customer to … changes to historic outcomes ensures that agents can always edit and delete historical outcomes. External web links …

… of the process. Returning to the example above, if you want the template to generate 4 evaluations per agent per week, and you want work-queues to be replenished once a week, then (as … step, by clicking the second tab... Step 2: Add contact types & assign evaluators Click the + New contact type …

… in different queues) are entered in seconds. If you want to define SLA Overflow for a queue (aka “delayed use of … have access to delete system queues. Usually, you do not want to delete a system queue, but if you or a colleague … per queue is reported in the change log. you can not change type for a Category from Reserved for Dialler to ordinary …

… Flow Tool), but when an agent is connected to a caller and wants to make a consult call or transfer the caller, the … phone queues. Agent application Show Queue Status when Forwarding calls Requires configuration in the admin portal. … notes. When an agent is connected to a call they may want to transfer or consult the call to another queue. This …

… This guide walks you through setting up and integrating a SupSearch … Data To control which data gets used: Click the arrow next to your data source. Use the filtering panel to: Include or exclude specific tags Add manual text filters   Training Your …

… Device in Windows, as a first choice. (Previously it was choosing the Default Device). When available devices on … the new Devices section Agents have a more easily visible way to test their devices by clicking the “Start” button … monitoring .   PS We are also showing in Archive if a call was silently monitored (who ordered and who listened), and …