Lifesize unveils new CxEngage capabilities and integrations
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Product Updates

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CxEngage Quality Management Reporting: Interaction ID and Summary Columns

Platform

What is it? Interaction Id and Summary columns have been added to List Evaluations reports. This enables client to run…

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CxEngage Quality Management: Coaching Comment Workflow Improvements

Platform

What is it? An enhanced UI of the Coaching Comments window within the Quality Management media player provides Supervisors and…

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Disable “All Agents” and “All Queues” Transfer Lists

Agent Experience

What is it? Administrators can remove agents and queues from the transfer menu for specific agents. View All Queues: When…

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Transfer Menu Preferences

Agent Experience

What is it? The Preference Menu in the Agent toolbar has been updated to include a Transfer Menu section. Agents…

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Contextually Assign Transfer Lists from Flow

Platform

What is it? Transfer Lists can be contextually assigned from the flow prior to the sending the work offer to…

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Agent Experience Permissions for Transfer Menu Items

Agent Experience

What is it? Agents now require specific permissions to view Agents or Queues in their toolbar Transfer Menu. The AGENT EXPERIENCE…

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Real-Time Table Enhancements

Reporting

What is it? Several enhancements have been made to the existing tables in real-time reporting for an improved user experience.…

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Access Controlled Reports

Reporting

What is it? Access Controlled Reports and a new corresponding Access Controlled Supervisor Role are now available. With these features,…

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Configurable Service Level (SLA) by Tenant

Reporting

What is it? The ability to configure SLA for your tenant is now available. In addition to setting the Service…

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