What’s New?
- Timed After Call Work (ACW) feature is now available when there is no CRM integrated.
The timed ACW feature allows an agent’s status to go unavailable during wrap-up and auto-complete tasks. This feature is now available for Xcelerate users who do not have a CRM integrated in Xcelerate and use the Default Complete button to wrap up tasks. - Administrators can now configure a minimum and maximum time limit for Timed ACW.
Administrators can now configure a minimum and maximum time limit for Timed ACW between 10 and 999 seconds in the Admin Configuration panel. Supervisors will now use the range configured by admin when setting the Timed ACW time limit per queue in Queue Manager. - Canned Response message can now be added while creating an outbound SMS in the SMS panel.
Agents can now add a Canned Response message while creating an outbound SMS in the SMS panel by typing ‘/’ in the message box, which lists all the Canned Responses that agents can select. A search functionality has been added to search and select a specific Canned Response quickly.
Changed –
- Timed ACW:
The timed ACW timer has been moved out of Task Stepper and is now displayed in the Xcelerate header with a new timer component. - Admin Configuration:
Admin configurations have been renamed from ‘Theme Layout’ to ‘Layout Manager’ and from ‘Theme Mode and Color’ to ‘Theme Manager’. - Transfers:
Display only available agents list in the Transfer overlay for Cold and Warm transfers. - HubSpot CRM:
Updated the backend to use the latest version of the HubSpot API for data queries and private app keys for authentication.
Fixed –
- Transfers:
- Resolved an issue with cold transfer where primary agent could not wrap up task when transferred to a queue with no available agents.
- Resolved an issue with warm transfer where secondary agent was unable to wrap up task until primary agent ends the call.
- Resolved an issue with cold and warm transfer where an Extra END CALL button was displayed to primary agent until secondary agent ends the call.
- Resolved as issue where consult icon is displayed for SMS tasks.
- Theming – Dark Mode:
- Resolved an issue where Teams page is unreadable.
- Resolved an issue where text is unreadable in News Ticker Management page.
- Resolved an issue where text is unreadable in Time Based Routing panel.
- Resolved an issue where phone number and selected queue in Call panel when in Queue Drilldown page is unreadable.
- Resolved an issue where Queue stats data is unreadable when on an active task.
- Resolved an issue where breadcrumb in Admin Configuration panel is invisible.
- TBR:
- Resolved an issue where TBR events that end at 12 AM were not visible clearly.
- Resolved an issue where clicking TODAY on Calendar was not highlighting the correct date if a different time zone was selected.
- Resolved an issue where previously checked Days for a Weekly TBR were still shown when creating another TBR.
- Resolved an issue where Current Date was not highlighted/circled on TBR Calendar by default.
- Layout Manager:
- Resolved an issue where Task Stepper and Tickets are marked as mandatory components in Admin Configuration Layout Manager config and unable to make optional.
- Auto Answer:
- Resolved an issue where Auto Answer timer was not displayed on transferred tasks.
- Timed ACW:
- Resolved an issue with Timed ACW timer where the timer would stop when the user moves out of Agent Desktop.
- Canned Responses:
- Resolved an issue where Canned Responses Agent Desktop – Copy to current task feature was not working.
- Disposition Modal:
- Resolved an issue where Disposition Modal is not displayed when enabled with a support CRM and Layout Manager disabled.
- Resolved an issue where Disposition Modal is displayed as a separate component, not as a modal in Layout Manager enabled set up.
