Added –
- Support for Multiple Outbound Numbers:
Xcelerate introduces the ability to utilize multiple outbound numbers for both Voice Call and SMS interactions. Supervisors have the authority to assign specific outbound numbers to individual agents, while agents can choose the most appropriate outbound number for each interaction.
Changed –
- Outbound SMS:
- Users can now initiate outbound SMS messages even when they are in an unavailable status, just like they can initiate Voice Calls.
- Complete Button:
- A loading icon has been added for the ‘COMPLETE’ button, which appears while waiting for the segment link to enable the button.
- Error Log:
- Error log now gives channel SID along with phone number when phone numbers get stuck.
- Node upgrade:
- Our AWS serverless functions have been upgraded from Node 12 to Node 16.
Fixed –
- Timed ACW:
- Resolved an issue where the Timed ACW timer pauses when user switches to a different task resulting in tasks not auto completing unless the specific task is active.
- Resolved an issue where the Agent’s status would become stuck as ‘Unavailable’ upon manually completing a task in a non-CRM scenario with Disposition Modal disabled.
- Teams:
- Resolved an issue where the APPLY button in Teams filter looked disabled but functions as expected when one of the filter options was unchecked.
- Admin Configuration:
- Resolved an issue where each modification made in Admin Configuration necessitated a page refresh before the subsequent change could take effect.
- Supervisor Panel:
- Resolved an issue with Browser Ring Manager panel where the toggle buttons dint toggle all the way over when toggled ON.
- Resolved an issue where the edit overlay was too long with table view set to display 50 rows per page, requiring users to scroll all the way up.
- Resolved an issue where there was an unnecessary second scroll bar in the Queue Manager page.
- Theming:
- Resolved an issue where the Supervisor Panel has theming issues in dark mode when logged in as a Supervisor via SSO.
- Resolved an issue where the theme color did not reflect the Queue Stats Drilldown arrow buttons.
- Resolved an issue where the colors of the “Current week” and “Last week” segments were not very distinctive within the Queue Stats Drilldown – Weekly Tasks Answered Comparison graph.
- Resolved an issue where the Queue Stats Drilldown arrow button would disappear or become transparent when hovered on it in dark mode.
- Resolved an issue where some values in Queue Stats Drilldown were unreadable in red and orange theme color.
- Resolved an issue where the text within TBR is hard to read on dark mode.
- Agent Desktop:
- Resolved an issue where the END CHAT button disappears from SMS tasks after a page refresh.
- Resolved an issue where the END CHAT button text padding lacked similar padding to TRANSFER button text.
- Resolved an issue where the Tasklist panel displays the ‘to’ attribute value instead of ‘name’ attribute value for Callback and Voicemail tasks.
- Resolved an issue where the warm transfer icon was displayed for SMS tasks.
- Resolved an issue where the highlight for the Admin Configuration and Supervisor Panel were missing when selected in the expanded side navigation bar.
- Resolved an issue with Layout Manager create modal where the ‘Set as Default’ toggle button dint toggle all the way over when toggled ON.
- Resolved an issue where the indicator of the selected option in the Task Stepper Notes section and Agent Scratchpad was displayed below the component.
- Notification Panel:
- Resolved an issue where the Agent’s local temperature was being displayed in decimals.
- Resolved an issue where the Agent’s local temperature was defaulting to Celsius instead of Fahrenheit.
- Resolved an issue where there was some unusual spacing in the Notification Panel when Agent Metrics is disabled.
- Resolved an issue where the Notification Panel height does not auto-adjust based on its content.
- Xcelerate Documentation:
- Enhanced Xcelerate Documentation by adding missing images and GIFs to all the features, improving the visual representation, and making it easier for users to understand and follow the instructions provided.
