- Managers now have the ability to log notes when actioning a Requested TO
- Agents now have the ability to log notes for Live TOs when an appointment isn't booked
For more information on TO Management, please see the following articles:
Logging Live Transfer Opportunities (TO)
Viewing Transfer Opportunity (TO) Alerts
- When Agent Assignment is manually updated in the Call Log, the Phone Skills report will now be updated to reflect that change. (Please Note: It can take up to 1 minute fore the Phone Skills to reflect the update).
For more information on the Phone Skills report, please see the following article:
- Improved accuracy in Speech Bio-metrics, and agent identification by approximately 15%-20%.
- This is phase one of a multi-phased approach with a focus on continuous improvement of this feature.