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In this video, John discusses a new feature "Specify queue in scheduled callbacks" Agents can now specify a queue when they schedule a callback. Before agents can use this feature, administrators must enable it for them in Organization Settings. Release notes: https://help.mypurecloud...
20240228_FeatureReview_CX_Callback_Agent Queue Selection when Scheduling Callbacks_JS.mp4
In this video, Becky discusses a new feature "Active Total Callback column in Performance views" Contact center managers and supervisors can now use the new Active Total Callback, which represents the cumulative calling activity duration for the call portions of the callback. Managers and...
20240207_CX_Reporting and Analytics_Active Total Callback column in Performance views_RH.mp4
In this video, Rebecca discusses a new feature "In-queue and scheduled callback automation" Administrators and contact center managers can now automate portions of the callback process to provide agents an automated experience when they handle scheduled and in-queue callbacks. The callback...
20231206_FeatureReview_CX_Callbacks_Callback Automation_RH.mp4