Added
- The following configurations have been added to the Admin Config: Canned Responses – Allows an administrator to set a maximum character limit for canned responses. The maximum character limit can be between 255 and 1600. News Ticker – Allows an administrator to enable or disable the News Ticker from the Agent HUD. Agent Header – Allows an administrator to enable or disable the Agent Header from the Agent HUD. Agent Metrics – Allows an administrator to display agents’ metrics such as the total completed tasks and average handle time.
Fixed
- Resolved an issue where the Agent Metrics section fails to appear in the Agent HUD after the configuration has been enabled.
- Resolved an issue where the Supervisor Coach and Supervisor Barge-in features don’t function properly.
- Resolved an issuer where the Total Completed Tasks metric for the Agent Metrics section doesn’t display the correct value.
- Resolved an issue where the Teams Manager setting doesn’t appear in the Supervisor Panel after the configuration has been enabled.
- Resolved an issue where the Knowledge Base section still shows up after the configuration has been disabled.
- Resolved an issue where an agent fails to receive an inbound call.
- Resolved an issue where a supervisor is unable to add an agent skill.
- Resolved an issue where several panels in the Agent Layout are missing after initial login.
- Resolved display issues in the Agent Layout
