Library Entry

Configure rules for any user in a work team

In this video @Christopher Visick talks about configuring rules for any user in a work team. Supervisors can now configure rules for any user within a work team. This feature enables supervisors to establish alerting criteria at the work team level, ensuring that these rules apply...

20230920_Alerting_Ability to configure rules for any user within a work team_CV.mp4

Library Entry

Real time alerting based on agent’s after call work duration

In this video, Rebecca discusses new feature - Real time alerting based on agent’s after call work duration Supervisors can now receive real time notifications when an agent spends more time in the after call work than a specified duration. This feature enables supervisors to keep track of...

20230621_FeatureReview_CX_Reporting and Analytics_Real time alerting on ACW duration_RH.mp4

Discussion Thread 4

Changing alert tones