1. Connecting email as an additional communication channel.

Now you can connect your email and manage your inbox directly from your favorite platform! In addition, the use of all channels in our platform will significantly accelerate customer communication!

2.Changing the Agent status.

Now administrators can easily monitor and manage the availability of agents and their workloads, depending on current needs and priorities.

3.Integrations

Administrators can add various applications to the platform that best fit your needs.

However, the new functionality is not limited to just launching applications. When you open an app or run a set up macros, NovaTalks transfers the context of the conversation, contact, and agent from your app.

4. Readability of metrics in reports

Using reports has become even more convenient. No longer need to manually search for a conversation, dialogue or contact in the system.

Now in reports of Quality Assessment Detail, Conversation Detail and Tags Detail you can easily go to the necessary conversation, dialogue or contact by simply clicking on their id.