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In this video, John discusses a new feature "Enhanced external contacts data access control for agents" Administrators can now use the External contacts > Session > View and the Journey > Session > View permissions to control whether or not agents only view customer journey data...
20240214_FeatureReview_GPE_Enhanced external contacts data access control for agents_JS.mp4
In this video, Santosh discusses a new feature "Automated time-off approval for grouped agents" Administrators can now group agents into smaller groups. This feature allows for the automatic approval of time-off requests based on the configured time-off limits for the staffing groups. ...
20240311_FeatureReview_EX_Time Off Management_Automated time-off approval for grouped agents_SB.mp4
In this video @Christopher Visick talks about the new enhancement to WFM with staffing requirements and performance metrics now being available in the Schedules screen Administrators can now assess the impact of schedule adjustments on service levels via integrated...
20240117_Feature Review_EX_Scheduling_Staffing_Performance Metrics_CV.mp4
In this video @Joseph Ian Romero talks about the long awaited feature ACD Conferencing that was released on 28 Feb. Agents can now add people to a conference call while they are on an ACD voice interaction in the desktop agent UI. ACD conferencing allows agents to click the...
20240228_FeatureReview_CX_Inbound_ACD Conferences_JR.mp4