Communication Panel
The following changes and improvements are made in Communication Panel.
Conversation View Improvements
The My Conversations list now also displays conversations the agent has opened for viewing from the History or Picklist views. If the conversation has a script, it and its results are also shown. The agent can also view and update internal notes of the conversation. It is also possible to view customer details, the conversation history as well as conversation details. If a call has a recording and the agent has rights to listen to it, the recording can be listened in the Conversations view.
Picking of Preferred and Required Agent Emails
Agents can now pick emails that have preferred or required agent binding. They need serve rights to the queue and the setting Allow Picking by Other Communication Panel Agents in must be enabled.
First Queue Name %FIRSTQUEUENAME%
If a phone call is transferred from one queue to another, Communication Panel now displays the name of the original incoming queue when the call is offered to an agent if the original queue is defined in .SCC-1295
Miscellaneous Improvements
- The Call button next to the Close button during a wrap-up is disabled for two seconds. This way the Call button is not accidentally clicked if the agent wants to close the wrap-up before the timer has ended. SCC-1056
- Communication Panel now shows the customer display name if one exists for inbound chats from Sinch Conversation API. Also the Instagram logo for Instagram messages is shown. Agents can also send an Instagram message from continue discussion from the Conversation History and Conversation Details.
- If agents change the user interface theme in , their selection is automatically saved and available when they log in again.
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Chat notification messages now show timestamps when you hover over the message. SCC-1690
- Agents with appropriate user rights can search and open a chat conversation that is in process and view it. The view auto-refreshes every 15 seconds.