What’s New
- The new Knowledge Base feature is now available for Xcelerate users.
- The Knowledge Base is an Xcelerate plugin that features a folder tree containing documentation supported by S3 file storage. During a customer engagement, agents can navigate through the different files in the Knowledge base to find documentation that they may need.
- Administrators can enable or disable the Knowledge Base plugin from the admin configuration panel and control the different functionalities that supervisors can do, such as the ability to use a search bar, upload files, and manage folders.
Changed
- The date and time format under Task Info in the CRM section has been updated for consistency.
Fixed
- Time-Based Routing (TBR):
- Resolved an issue where an application transfer event doesn’t route the caller to the correct TTS (Text-to-speech) message.
- Resolved an issue where the page refreshes unexpectedly when a user presses the enter key while creating a TBR event.
- Resolved a general UI display issue where the hours in the TBR calendar displays incorrectly.
- Resolved an issue where a TBR recurring event fails to play the TTS message.
- CRM:
- Resolved an issue where the user fails to connect a customer’s contact to an existing record.
- Resolved an issue with SMS transfers where the message history from the previous agent doesn’t show up after transferring the task to another agent or queue.
- Resolved an issue where a user is able to successfully save a contact under Contact Info even if some of the fields are blank.
- Resolved an issue where a direct contact match record doesn’t automatically get connected to a customer, and the user has to select the record manually.
- Supervisor Panel:
- Skills Management:
- Resolved an issue where editing a skill allows the user to select a negative skill value.
- Resolved an issue where after editing agent skills, the user is unable to click the Confirm button.
- Resolved an issue where the iFrame settings page appears blank after refreshing the page.
- Skills Management:
- Resolved an issue with Timed ACW where an unfinished task doesn’t automatically select a default disposition and only shows as undefined in the CRM record.
- Resolved an issue where news ticker announcements would only display after refreshing the page.
- Resolved an issue with auto answer where a caller with contact information that matches a single record doesn’t automatically select that record.
- Resolved a UI issue where a pop-up message displays without a background color.
- Resolved a UI issue that shows inconsistent font colors in some areas of Xcelerate.
