Coming soon New
SHINY NEW THINGS
In the sections below, you can find all Conversations improvements and new features we plan to publish for the RUBY release on February 22, 2023.
Whats New? | Learn More |
---|---|
Agent experience (Early Access) | Introducing macros to help agents in their everyday work. |
Supervisor experience | Improvements in conditional inputs in Forms.
|
Calls (Early Access) | Bringing the Hold option to the mobile app as well.
Upgrading calls with the blind transfer of a call to an external number. |
Live Chat | Supporting multiple languages for automatic messages. |
Agent experience
Macros
With macros, we aim to simplify agents' work by reducing the repetitive steps they have to go through prior to closing the conversation. Agents will be able to search for and select macros from the list and apply them to existing and new conversations.
Supervisor guide
Form inputs improvements
With this improvement, we will make forms more flexible and fulfilling for users by allowing them to use the same input fields multiple times in a form as a result of different conditional inputs.
Queue change logic upgrade
Upgrading the queue change logic will enable the automatic unassignment of the agent when the queue changes if they are not in the dedicated queue by starting the Automatic Agent Assignment (if set) for the new queue.
CSAT score as a trigger in automations
In this new release, we will add the Survey feedback received trigger to automations that activates immediately when the feedback is stored in Conversations. In addition, this will extend the action to, e.g., send a message to Slack with the following options:
- If a rating is received, it will be resolved as Happy or Not happy in a Slack message.
- If a comment is received, it will be resolved as a textual comment provided as a feedback from a customer.
Conversation assignment update
With this conversation assignment update, we will prevent agents to assign a conversation that was already assigned to another agent. For instance, if one agent assigns a conversation to themselves, and the other agent does the same thing a few milliseconds later than the first agent, this solution will prevent the second agent to assign the conversation to themselves if the first agent already assigned the same conversation to themselves.
Queue and working hours SLA updates
We are bringing some SLA updates for the queues and working hours. When a conversation goes from one queue to another, where the second queue requires a different SLA policy, that other SLA policy will be assigned to the conversation, and with this, the breaches that occurred previously will be recalculated based on the newly assigned SLA policy.
Calls
Call controls - Hold option
This feature will be released as Early Access, as it will not have related metrics. We plan to bring these in the near future.
We are bringing the Hold option to the mobile app as well. This will give agents the possibility to put a caller on hold, where they will be greeted with an audio prompt or pre-recorded message until the agent returns to the call. In this way, the agents will have more time to investigate and gather the necessary information while the customer listens to some pleasant music or useful announcement.
Call controls - Transfer to external number
This feature will be released as Early Access, as it will not have related metrics. We plan to bring these in the near future.
When agents find themselves in a situation where they cannot resolve the issue as expected, the transfer to external number feature will enable them to include another person in a call to assist or simply transfer the call to another queue, external number, or person.
Live Chat
Multiple languages for automatic messages
This new Live Chat feature will enable setting up multiple languages strategy on one live chat widget through multilingual automated messages such as:
- Welcome messages
- Repetitive messages
- Quick replies
- Buttons
- Eye Catcher messages