Platform
Variable Speed Control in CxEngage Quality Management Media Player
PlatformThe CxEngage Quality Management media player has been improved to play recordings at variable speeds so supervisors and evaluators can…
Read MoreUpdate CxEngage Quality Management UI Column Names
PlatformEnsures consistency across CxEngage products to present a more uniform interface and minimizes customer confusion when comparing column names. Key Benefits:…
Read MoreAgent Recordings
PlatformWhat is it? A new flow default setting, Record Agents, has been introduced to allow the recording of agent side call…
Read MoreAgent State Monitoring
PlatformWhat is it? Supervisors can now remotely change an agent’s presence state or work mode in the new Agent State Monitoring page.…
Read MoreBasic Flow Logging and Debug Reports
PlatformWhat is it? Basic Flow Debug Logs add a new snapshot notation to the log interaction state and exposes a…
Read MoreRe-enable Tenant Level Conditional Resource Settings
PlatformWhat is it? "Resources" are used as a form of data access control. Users with "Restricted Access" permissions are granted…
Read MoreCxEngage Quality Management: Delete & Download Screen Capture Video Files
PlatformWhat is it? This update will provide users the ability to select, delete, and download video files that are stored…
Read MoreSearch & Filter in Scroll Lists
PlatformWhat is it? Supervisors, Admins, and Quality Managers need an easy way of filtering user, resource, and group related entities…
Read MoreUpdate to Global Priority Queuing
PlatformWhat is it? The queuing algorithm within CxEngage has been optimized to improve the overall performance and allocation rate or…
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