Agent Desktop (V.9)

Note: Not all changes listed below may pertain to your deployment.

• December 14, 2018 (9.0.000.19)
• Known Issues

December 14, 2018 (9.0.000.19)

What's New

Voice

• Support for voice interactions:
  • Receiving calls
  • Making calls
  • Call recording
  • Call transfer, conference, and consultation
  • Call hold
  • End call
  • Mark done
  • Call case information
  • Call disposition
  • Call notes
• Support for Genesys Softphone 9.0

Email

• Support for email interactions:
  • Email media state control (including ready, not ready, and logon/logoff)
  • Inbound email screen-pop
  • Auto accept and interaction preview with manual accept and reject
  • Initiate new email from team communicator, contact directory, and interaction parties area
  • Support for To, Cc, Bcc with ability to restrict Cc and Bcc
  • Standard email interaction controls, including: Reply, Reply all, Save to Workbin, transfer, and Mark Done
  • Auto signature insert
  • Support for text and HTML format with text editor
  • Ability to configure default font size and type
  • Retrieve and insert attachments
  • Spelling check using browser's native spelling checker
  • Retrieve email from workbin
  • Capacity rule support
  • Email in contact's interaction history
  • Email disposition and note
  • Email case information

Web Chat

• Support for Web Chat interactions:
  • Web chat state control (including ready, not ready, and logon/logoff)
  • Inbound web chat screen-pop
  • Auto accept and interaction preview with manual accept and decline
  • Web chat interaction control, including send, end, mark done, consultation, transfer, and conference
  • Cancel chat consultation to queue
  • Delete party from conference
  • Customer/Agent "is typing" notification
  • Agent nickname configuration
  • Notification of a pending response to a contact
  • Spelling check using browser's native spelling checker
  • Capacity rule support
  • Web chat in contact's interaction history
  • Web chat disposition and note
  • Web chat case information

Outbound Campaign

• View listing of call campaigns which are assigned to the agent.
• Notification of campaign loaded, start, and stopped.
• Support for Outbound Campaign pull preview mode:

  Retrieve call record from start notification, campaign listing, and at completion of a previous call.

  Decline a preview record prior to placing the call with selection of how the record is to be treated.

  Click to dial the provided phone number, with the ability to select an alternate number (if available) during the preview phase.

  Request next record, stop, and resume retrieval of a preview record.

• Support for Outbound Campaign Predictive and Progress modes.
• View list record attributes prior to and during a call.
• Flag a record as 'Do Not Call'.
• Call result and interaction disposition.
• Standard voice call control when a call is successfully made.
• Outbound Campaign case information

Contact profile and interaction history

• Contact directory search, contact creation, contact assignment, contact profile editing, contact deletion, and contact interaction history.
• Ability for agents to mark done interactions that do not require a response.
• Open “In Progress” emails and workitems from the contact interaction history. This capability allows agents to respond in real-time to queued, outstanding customer inquiries.

Workbins

• Agent's in-progress and draft personal workbins for email

Standard Responses

• Standard responses are now supported for all media channels.

Navigation

• A side bar navigation toolbar to contain quick access tools that can be used at any time, such as Team Communicator, voicemail, and messages and other notifications.
• Introduction of the top level navigation bar to include support switching between different agent task and support views.

Email supervision

• To ensure outgoing emails are of consistent quality, certain emails from agents to customers are selected by the system to be reviewed by a supervisor before being released by the system. These emails can be routed to an available supervisor in real-time or to a supervisor’s workbin.

  During the review, supervisors can approve or reject emails sent by agents to customers. Supervisor can make minor edits when approving or provide comments to the sending agent when rejecting an email.

Web Chat supervision

• Supervisors can now monitor, coach, and barge-in interactions between agents and contacts.
• Supervisors can switch between various supervision modes (monitor, coach, and barge-in).

Customization

• It is now possible to customize the top navigation bar to include custom 3rd party web content.
• It is now possible to customize the side bar to include custom icons which allow agents to view 3rd party web content.
• Performance Tracker for agent KPIs Contact center statistics viewer

SSO

• Support for Single Sign-on through OAuth2, and two-step sign-on process.

Known Issues

• The contact search results for a given search criterion currently differ between Team Communicator and Contact Directory. (GAPI-6245)
• Limitation: Agents cannot search on email address domains in the Contact Directory; only search on whole email addresses is supported. (GAPI-5869)
• Limitation: In Team Communicator, the tooltip for the Call button for internal calls displays the target agent ID rather than the target DN. (GAPI-5241)
• Team Communicator might not return complete or consistent results when an agent searches for Agent Groups. (GAPI-3830)
• Limitation: Agents cannot place calls to other agents who are not logged in excepted by directly calling the extension. (GAPI-3627)
• Some internal contacts that are designated as Corporate Favorites do not display as Corporate Favorites in Team Communicator. (GAPI-3614)
• Agents cannot search for internal targets in Team Communicator using the target's DN. (GAPI-2128)