What’s New
- Get a better Xcelerate experience with the new Browser Ring feature
Browser ring is now available for agents. This feature aims to give agents an alternative form of notification whenever there is an incoming Flex call. Administrators can enable or disable this feature from the Admin Configuration Panel, as well as set a customizable browser ringtone. - Listen to live calls and coach agents in real-time with Supervisor Monitor, Barge-In, and Coach
Supervisors now have the option to monitor, barge in, and coach an agent’s live call with Supervisor Monitor, Supervisor Barge-In, and Supervisor Coach. When a supervisor chooses to enable any of these features, their activity status on Xcelerate will automatically change to Unavailable.- Supervisor Monitor: This feature enables supervisors to listen to live calls and view live messages. Supervisors will also have the option to listen to calls and view chat interactions via normal mode or private mode.
- Supervisor Barge-In: This feature enables supervisors to barge into an agent’s live call. While barged in, a supervisor will be able to talk to both the agent and the customer.
- Supervisor Coach: This feature enables supervisors to coach an agent during a live call. When a supervisor enables supervisor coach, the supervisor will be able to talk to the agent without the knowledge of the customer.
- Personalize your Xcelerate desktop with custom logos
Make Xcelerate your own by using the new custom logo feature. This feature lets users customize the Xcelerate header logo with a logo of their choice. Simply get the link for your custom logo image and add it to Xcelerate. Administrators can directly configure the custom logo from the Admin Configuration Panel.
Changed
General updates:
- The interface of the profile name and image section has been improved for better readability.
- The interface of the refresh icon has been improved for better user experience.
- The CRM section of the Agent HUD has been improved to include a notification box whenever a user clicks on a button such as Connect or Retry. This improvement should help users know whether an action they have performed has been successful or not.
CRM:
- The ticket comments section has been updated to include all comments related to the selected ticket. This improvement should be able to help agents find all relevant information from the customer’s past interactions.
- The search error messages for incorrectly entered phone numbers have been updated to include what the error is about and what the user must do to fix the error.
The following updates have been made to the Admin Configuration Panel:
- Added a search feature to search for specific configurations easily.
- Added a section specifically for initial configurations.
- Updated to include the complete list of all available feature configurations.
- Renamed configuration settings to help users better identify the type of feature being configured.
- Replaced the True and False settings for each configuration to Enabled and Disabled options.
News Ticker:
- The News Ticker has been updated to become a separate plugin from the Supervisor Panel.
Fixed
- Resolved an issue where a voice task failed to transfer to the next agent.
- Resolved an issue where the Agent HUD scrolls unnecessarily.
- Resolved an issue where contact doesn’t update successfully.
- Resolved an issue where the title of the AgentToDo section displays multiple times in the Agent HUD.
- Resolved an issue where the activity status of supervisors and administrators doesn’t update automatically to Unavailable when using the Supervisor Monitor feature. Whenever a supervisor or administrator monitors a call, their activity status should update automatically to Unavailable and go back to their previous activity status once they are done monitoring calls.
