1.✨ New feature: Sub-statuses for the Online status ✨

Now supervisors can analyze how long agents were idle (without active conversations).

When switching to the Online status, the system automatically assigns a sub-status to the agent, depending on the assigned conversations:

1. Idle: The agent is idle, without any assigned conversations. 😴
2. Interacting: Agent in work, in the process of processing at least one conversation.📞🔥👥

Provide more efficient management and more control over your team’s workflows with our new feature!

2.🔥 New feature: Agent skills 🧠.

Skills are the key skills that an agent must have to successfully service dialogs.

To use the functionality, you need to create Skills in the system, assign them to agents, and specify the required skills and minimum rating when setting up the self-service menu.

Skills will help you to distribute dialogs to more suitable agents. For example, when you select the Loans menu, the dialog should be routed to an agent who has the Loans skill with a score of at least 5. Or customers who choose English should only be assigned to agents with the English skill.

Improve the quality of service with Agent Skills! 🚀💬

3.✨ New feature: Completion codes! ✨

Now your team can easily and efficiently categorize customer conversations.

Each dialog can be labeled with one or more codes that reflect the main reason for the contact.

Thanks to Completion Codes, you can determine whether a customer has contacted you about, for example, an invoice, technical support, product, etc. This way, you can analyze the call more systematically.

4.New feature: Duration of agent assignment to a dialog ⏱

The Assignment duration feature allows you to track how long an agent has been assigned to a dialog and control this indicator

5.✨ New feature: Snoozed call ✨

Now Agents have the ability to temporarily snooze conversations until the customer responds or until a specified time has passed.

This feature is useful when you need more time to resolve a customer issue.

Options for the Snoozed conversation:
⏰ Until the next reply
⏰For an hour
🌞Till tomorrow
📆Till next week
🗓Till next month
⌛️Choose time

When the specified event occurs, the conversation automatically switches to the Open status and appears in the list of your conversations.