Edify App

New features

Owner Interaction Controls

• We’ve added more controls for owners of interactions. If enabled, owners can:

  • • Transfer ownership of an interaction to a viewer.

    • Mute viewers

    • Remove viewers from the interaction

    • Invite viewers to an interaction provided they have queue access.

These settings can be enabled/disabled on a queue by queue basis. Navigate to Console > Queues/Queue Templates to enable or disable these settings.

Close: Unresolved

We’ve added the ability to ‘Close: Unresolved’ a phone interaction while still connected to a customer on a phone call. Doing this sends the call back to the queue to be answered by the next available agent.

This setting can be enabled/disabled on a queue by queue basis. Navigate to Console > Queues/Queue Templates to enable or disable this setting.

Hangup customization

You can now choose whether or not an interaction moves to ‘Completed’ status when the customer hangs up. This is controlled by the ‘Do Not Move to Completed on Hangup’ toggle in the Queue container (Queues > [Queue]). 

Warning: When enabled, interactions behave differently around hangups, so a workflow must be implemented to handle the hangups.

Default Comm Type options

You can now choose the default communication type in the Comm Type modal. This specifies which communication type will be auto selected if the agent doesn’t select one from the modal before it times out. This setting is controlled on a user-by-user basis in the Queue container (Account > Users > [User]).

Inline markdown in the Feed tab

The message editor in the Feed tab now supports inline markdown. This means agents can see their text formatting before sending a message.

Improvements

Interactions

• The list of Contacts is now sorted alphabetically when transferring an interaction to a ‘Contact’.

• There are now icons in the Views List in the Home List to indicate whether the view is public or private. 

• In an interaction, the Feed now groups messages sent by the same person if multiple messages are sent in a row within 5 minutes of their last message.

• Added the ability to set the transcription language for live transcription, needs to have customerLanguageCode set in the Create Interaction module of the workflow.

Analytics/Dashboards

• Improved the responsiveness of charts so that they utilize the space they are given better. Added a default size option for chart titles to help the font auto adjust and fill the space more effectively.

• Added a CDR Metadata table to the Inbound and Outbound Call data sources.

• The most common Columns and filters are now added by default for most data sources when a report is created. This makes reports quicker and easier to build.

UC Chat

• Added tooltips on the inline editor format buttons showing the keyboard shortcuts to enable them (e.g. Bold (⌘ + b)).

• Improved the speed of the file selection process when attaching files. We also added a loading spinner on the Attach button if it takes longer for the system file selector to appear.

Client Webchat

• Added toggles to control whether or not customers can send GIFs, emojis, and attachments. We also added a File Types Allowed field where you can specify what types of attachments are acceptable.

• Added the ability to display markdown sent by an agent (e.g bullet list, bold font, etc.).

Console

New

SIP header custom workflow modules

• Add/Update SIP Call Headers workflow module

• Remove SIP Call Headers

Improvements

Workflows

• Added a dedicated Email commType section to the Create Interaction workflow module. To be more visually appealing, the commType section will be collapsed by default if it’s not routing to a Queue.

• The Create Interaction module now supports variable names in the Queue dropdown so you can add values outside of what is in the dropdown.

• Custom modules can support multi select dropdowns. They also support conditional rendering of sections based on a condition in a different section. 

• Improved the variable path logic to target the correct data objects. 

  • • Previously, when using dot notation (like source.phoneNumber), the workflow logic would check the variables object for values regardless of the where the variable was pointing to (e.g. providing source.phoneNumber would prompt the workflow to look for variables.phoneNumber). 

    • Now, it looks in the object indicated by the provided value (source, routing, details, etc.).

Queues/Queue Templates

• Added new settings in the Queue container

  • • Phone Allow Closed Unresolved - When enabled agents can close phone interactions as unresolved.

    • Allow Owner to Set Viewer as Owner - Allows the interaction owner to set the viewer of the interaction as the Owner.

    • Allow Owner to Mute Viewer - Allows the owner of the interaction to mute a viewer. They cannot unmute a viewer though.

    • Allow Owner to Remove Viewer - Allows the owner of the interaction to remove a viewer from the interaction.

    • Allow Owner Invite - Allows the owner of the interaction to invite other users to view the interaction as a viewer, provided that they have queue access.

    • Do Not Move to Completed on Hangup - When enabled it changes how the system handles Hangups. 

Warning: A workflow needs to be set up to handle this properly if this is to be used.

Users/User Templates

• Improved the UI handling of Queue Permissions. You can now only enable Auto Login if the user is given Queue Access first.

• Improved the responsiveness of screen size changes.

• Added more settings options to the editor for Email Signature customization.

• Added a new setting in Queue container Comm Type Change Default Value that changes the default Comm Type for the Comm Type modal in app.

Webchat

• Page has been rewritten in the new UI.

• Added a few new settings to control what the customer can send in the webchat. The following options can be enabled/disabled:

  • • Can Send GIFs

    • Can Send Emojis

    • Can Send Attachments

      • • When enabled, you can customize what file types are allowed to be attached.

Tags

Added new setting “Required” to allow Tags to be required on an interaction. 

Note: If there’s no agent with matching tags available, the interaction will wait until an agent with a matching tag becomes available.