Extended Communication Options and Enhanced User Experience - Meet the 26.04 Platform Update

We are happy to introduce the 26.04 platform update, which unlocks new features for powerful customer communication and smooth contact center operations. In this release, our team has significantly improved the Workspace, CRM, Supervisor, and Admin apps, adding new options, tools, and customizations to help contact center specialists work more comfortably and productively. Let’s take a look at the key 26.04 upgrades.

The updated Workspace application allows agents to send messages to contacts directly from the client mini card during a call, as well as add an email to the card during an ongoing conversation. Another helpful option for agents is the ability to view the history of closed chats. When opening a closed chat from the left panel, the system displays the beginning of the conversation. With new embedded features, your support team can engage with customers more confidently and effectively.

The next changes were implemented to the Admin section, the application that allows you to configure in detail all system parameters and contact center processes (phone lines, chats, user access rights, routing rules, storage and password policy, and many other options). Within the release, we have added default settings for main contact center user roles: “Admin”, “Supervisor”, and “Agent” to ensure easy configuration of access rights and quick contact center launch. In-house administrators can modify default role settings according to the contact center needs. Another interesting option is the system check for the uniqueness of skill names when the user creates or edits agent skills.

In the Supervisor app, we have implemented the ability to view agent screen recordings from the Work Log tab. Additionally, we have improved user experience when connecting to the agent screen. Now the system will monitor the connection status and send notifications on disconnection.

A few more system innovations in Security and Authorization Policy: all platform users will now receive notifications about the approaching expiration date and termination of their licenses. Meanwhile, Password Policy (password expiration) no longer applies to users using SSO to log in.

Other updates were made to the CRM application, in particular, the Cases section. We have implemented the option to set a default priority for custom lookups and individual services. When creating a case, the system automatically sets the priority depending on the selected service. We have also added the ability to export case lists in CSV and XLSX formats, as well as import custom lookups from CSV files.

We hope the new features and improvements will help contact center agents interact with customers more professionally, supervisors manage processes and teams more flexibly and efficiently, and administrators and other specialists customize and monitor core contact center workflows and metrics.