Product Updates
CxEngage Quality Management Reporting: Interaction ID and Summary Columns
PlatformWhat is it? Interaction Id and Summary columns have been added to List Evaluations reports. This enables client to run…
Read MoreCxEngage Quality Management: Coaching Comment Workflow Improvements
PlatformWhat is it? An enhanced UI of the Coaching Comments window within the Quality Management media player provides Supervisors and…
Read MoreDisable “All Agents” and “All Queues” Transfer Lists
Agent ExperienceWhat is it? Administrators can remove agents and queues from the transfer menu for specific agents. View All Queues: When…
Read MoreTransfer Menu Preferences
Agent ExperienceWhat is it? The Preference Menu in the Agent toolbar has been updated to include a Transfer Menu section. Agents…
Read MoreContextually Assign Transfer Lists from Flow
PlatformWhat is it? Transfer Lists can be contextually assigned from the flow prior to the sending the work offer to…
Read MoreAgent Experience Permissions for Transfer Menu Items
Agent ExperienceWhat is it? Agents now require specific permissions to view Agents or Queues in their toolbar Transfer Menu. The AGENT EXPERIENCE…
Read MoreReal-Time Table Enhancements
ReportingWhat is it? Several enhancements have been made to the existing tables in real-time reporting for an improved user experience.…
Read MoreAccess Controlled Reports
ReportingWhat is it? Access Controlled Reports and a new corresponding Access Controlled Supervisor Role are now available. With these features,…
Read MoreConfigurable Service Level (SLA) by Tenant
ReportingWhat is it? The ability to configure SLA for your tenant is now available. In addition to setting the Service…
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