What’s New?
Layout Manager – The Xcelerate Team is thrilled to announce the launch of Layout Manager, the next major iteration to our Agent HUD. This collection of new capabilities allows Admins, Supervisors, and even Agents to control the look and feel of their Agent Desktop.
Xcelerate has always put the Agent Desktop right at the forefront of our development.
- Build layouts that only display the components important to your business.
- Drag and resize individual components on the fly.
- Create, save, and manage new layouts at the system or agent layer.
- Lock predefined layouts so they cannot be modified.
Themes – Customize your Agent HUD with Theme Manager. Theme Manager lets you choose a color scheme that works for you. Agents can switch between light and dark modes and change the highlight color used by the platform.
Xcelerate Documentation – Get instant help with the new built-in Xcelerate Documentation. Users can now access Xcelerate-related content from the new Xcelerate Documentation section. Simply go to Xcelerate Documentation from the menu panel and browse through all the available guides to find all the help and information you need about Xcelerate.
Changed —
Flex UI 2.0 – Xcelerate 3.0 is built for Flex UI 2.0. Flex UI 2.0 is the latest UI version available from Twilio and Flex. It includes the latest package versions and several new capabilities. Because we work closely with Twilio we always strive to keep up with the most recent systems available from Twilio. The look and feel of the Agent Console have changed quite a bit with UI 2.0; combined with the introduction of Layout Manager in Xcelerate 3.0, our customers are positioned to deliver a next-generation Agent experience.
Conversations API – Along with the transition to Flex UI 2.0, Conversations is a keystone in the future of the Flex Platform. Conversations will replace the combination of Twilio Proxy and Programmable messaging used today by the Flex service. It brings a lot of new possibilities and built-in MMS support. This is the future of messaging from Flex, and Xcelerate is ready with 3.0
Improvements –
- The following Agent Desktop components are made independent of each other:
- Knowledge Base and Canned Responses
- Agent Scratchpad and iFrame
- A notification icon is added in the Xcelerate header, which overlays a notification bar on the right side of the Agent Desktop on click, and the following Agent Desktop components have been moved to this notification bar:
- Agent Header (Local time and weather)
- Agent Metrics
- News Ticker
- Typography migration to Fira Sans
Fixed –
- Resolved some Time-Based Routing issues:
- Number transfer does not work if TBR is updated from an existing Application Transfer.
- If different time zone is selected, updating a Weekly TBR (with multiple days selected) moves other TBR occurrences to current day.
- If different time zone is selected, update through “Selected Only” does not take effect.
- Updating an instance (Selected Only) of a Weekly TBR creates another TBR event.
- TBR no longer works if an event goes past midnight.
- Weekly/Monthly TBR with TTS message does not work.
- Some UI issues.
- Resolved some Queue Stats Drilldown issues:
- Does not display the customer’s phone number for outbound Voice calls.
- Does not show task icon for inbound SMS tasks.
- Pie Chart does not differentiate task types
- Graphs are unreadable.
- Resolved some Knowledge Base issues:
- Files not in root directory download with incorrect file names in Agent Desktop Knowledge Base.
- Changing the name of a nested folded in Knowledge Base Management crashes the page.
- Resolved some Task Stepper issues:
- Back button is unclickable for Complete tab Insightly CRM.
- Step/section name are unclickable for Callback and Voicemail tasks.
- Resolved an issue that would fail to display an error if an attachment was larger than the size limit for MMS.
- Resolved some UI issues on the CTI Softphone through Salesforce.
- Resolved an issue where SMS tasks still get cold transferred even if the SMS cold transfer configuration has been disabled.
- Resolved an issue where continuous ringing triggered for outbound calls.
- Resolved an issue where HTML entities &   are displayed if & is used, and a space is left at the end of the wrap-up comment.
- Resolved an issue that would sometimes cause the enable button to be unclickable when trying to create News-ticker items.
Known issues –
- Warm transfer to queue – Not working (Sometimes secondary agent does not receive the task or when secondary agent accepts the task then primary agent is not present in the call).
- Warm Transfer to agent – Extra END CALL button is displayed to primary agent until secondary agent ends the call.
- TBR – Clicking TODAY on Calendar does not highlight correct date if different time zone is selected.
- Canned Responses Agent Desktop – Copy to current task icon is removed as it is not working.
- Theming – On dark mode, outbound call’s queue options background does not go dark.
- CRM panel – Retry snackbar won’t close if x is clicked, need to click anywhere on the page outside of the snackbar or wait until it closes on its own after a few seconds.
- Agent Scratchpad – Link options do not display.
- Documentation – Some images and gifs are missing.
