WCS Release – January 2019

What's new?

New features

Enhancement

Fix

The new WCS periodical Release

New features

WCSAdmin:

Profiling services list for call forwarding
For each WCS service (skill group) it is now possible to define a list of associated services, made available to agents as possible transfer targets

WCS integration with Cisco Webex Teams

Integration with Cisco Webex Teams

AgentGUI:

Filters on the customer history
An agent can now search by date/reason for contacting previous conversations from a single customer

AgentGUI:

browser notifications when new messages arrive for conversations in progress

AgentGUI:

Added button to copy the contents of the chat displayed, useful for copying then in external tools (example CRM)

AgentGUI:

Filters on the customer history
An agent can now search by date/reason for contacting previous conversations from a single customer

Admin:

Possibility to personalize the welcome message with the data retrieved by the customer

Enhancement

  • Admin: possibility to specify dynamic parameters in the default messages for a WCS service 
  • AgentGUI: Strophe Library Update. (1.2.0 => 1.3.0) 
  • AgentGUI: Introduction to communication with Ejabberd via WebSock

Fix

  • AgentGUI: Fix notification in case of new incoming chat 
  • SessionHandler: Improved stability at boot time 
  • SessionHandler: Improved operator presence status management in multi-node environments 
  • WCSAdmin: Fixed graphical bugs 
  • WCSAdmin: Updated operator counts in reporting widgets 
  • WCSAdmin: Added the ability to create an operator from the home page also for the supervisor role 
  • SessionHandler: Closing sessions coming from Convy even in environments with non-shared clustering servers 
  • AgentGUI: Fix resume key enabling during consultative transfer 
  • AgentGUI: Graphic enhancement in text mode display of the conversation 
  • CustomerGUI: password disable keyboard disable
  • Reporting tool: data extraction fix for company

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