Added
- Queue Manager is now available for supervisors. The Queue Manager page is where supervisors can configure and manage the contact center queues. This feature will allow supervisors to dynamically display all the queue-based settings features and have the option to enable or disable the status for each queue. The following Xcelerate features can be configured directly in the Queue Manager:
- Auto Answer
- Timed ACW
- Administrators should now be able to enable or disable the Auto Answer feature in the Xcelerate Configuration page.
Changed
- Zendesk CRM can now be searched by the following categories: contacts, engagements, and tickets. Users will also have the option to sort the search results according to the selected category.
- The iFrame setting has been updated to display a pop-up message that lets the user know if the configurations made are successful or not.
Fixed
- CRM:
- Resolved an issue where the activity history search results in the CRM include SMS tasks even when the task type search filter is set to Call.
- Resolved an issue with the CRM where after an agent changes their status to Unavailable, the ticket tab doesn’t automatically refresh to display a new page.
- Resolved an issue with the CRM where the search results don’t display the names in alphabetical order.
- Resolved an issue with the Insightly CRM where after selecting a contact from the Customer Info results, the selected contact unselects when the user navigates to the History tab and navigates back to the Customer Info tab.
- Resolved an issue where existing news announcements don’t automatically display in the News Ticker and the news announcements will only appear after a user refreshes the Xcelerate Agent Desktop.
- Resolved an issue where a message intended for another action unnecessarily appears whenever a user generates an outbound SMS.
