Contact Center Services Release 8.2
OfficeSuite Contact Center Services release 8.2 is scheduled for production on July 29th and August 2nd. The following is a summary of what is coming in the new release.
Self-Managed Agents can opt in/out of individual queues
Admins and Supervisors can now enable individual agents to join or leave assigned queues based on needs. This is done by editing an extension and selecting the “Self-Managed” checkbox.
If allowed, an agent can join or leave any of the queues in which they are assigned. This is done from the Queues tab in the Agent Control Panel (ACP). For an agent serving multiple queues they can now opt out of a queue to focus their time on a queue with more urgent needs. An agent can also opt into a queue, if they are a member of that queue, and that queue needs additional resources. The agent may not opt out of all queues they are assigned to and should choose an away or signed-out state instead.
The Admin or Supervisor can see which queues the agent is currently serving, and which queues the agent has opted out of. In this case, the agent is serving the Care Queue and Escalation Queue but has opted out of the Chat Queue. The Admin or Supervisor can override the agent’s queue duty and opt the agent back in or out of a queue.
Addition of .mp3 support in the Audio Library
In addition to .wav files, the audio library now supports using .mp3 files for upload.
Agent Control Panel Enhancements
1. Call History (More) – Ability to expand call history to view more data
2. Performance – Metrics on offered and accepted calls, outbound and transferred calls
3. Queue Duty/Selection – Ability for empowered agents to opt in/out of select queues
4. Change State – Busy and away states merged into a single button
5. Call Back/Click to Dial – Place an outbound call directly from call history
6. Copy and Paste – Ability to copy and paste from call history
User Login Information
A logged in user can see the name and extension they are logged in as in Contact Center. The user can use the dropdown to log out of the portal completely.
A new “About” section can be found in the Resources section of Contact Center. Information such as current and past release notes highlighting product enhancements, training videos and more can be found here.