The 26.02 Platform Release: Updates to Simplify and Enhance Contact Center Specialists' Daily Work

Meet the 26.02 platform update with numerous improvements and custom settings for all users. In this release, our team has focused on security parameters and new system features to enable more convenient and efficient work for contact center specialists: agents, supervisors, analysts, auditors, and administrators.

Firstly, we would like to introduce the updated functionality of Workspace, the platform application for agents to handle calls, chats, and tasks. In the new release, we have improved the app stability, interface, and operation. We have also added a new indicator displaying the network quality. Thanks to this update, agents can now see the network's current state and receive notifications about any changes.

The next feature is the ability to configure sound and push notifications in detail for every activity, using the new Settings tab on the user's personal configuration page. Additional Workspace updates include displaying the agent queue name and message sender during incoming calls and chats. Besides, the main app screen now displays the number of agents in all queues, in particular available and busy.

One more new feature is a command button 'End all my sessions' to log out of all devices (except SIP registration). This option is also available for contact center administrators through the Admin app - Users on the platform. Another update involves the login process: when changing or setting a password, the system shows which symbols or constant expressions to use. Login configurations can also be set in the Admin section.

The next core upgrades were made to the Flow Manager section. We have expanded the functionality of the components used for working with postprocessing forms and call recordings. Updates allow you to configure the parameters and categories needed to create queries from post-processing forms or when working with custom lookups. Within the new release, you can also set a custom name for conversation recordings using Flow's component 'Record session' - File name.

We have updated the Cases section by adding Source, a new information column, that shows the source of the customer inquiry (Viber, Telegram, WhatsApp, etc.). Additionally, we have improved the History App functionality: updated the timer and customer name display, as well as access rights for exporting data from the registry.

Another interesting feature was added to the Audit App: 'Select 'Yes', a new type of answer in questionnaires. When used together with the 'Critical Parameter' indicator, the rating for the selected call/agent is set to zero. This feature will be useful for contact center managers and auditors to define critical issues in customer service and help prevent them in the future.

Your opinion and vision are important to us. Whether you have questions or want to test some of the new features, feel free to contact us. We do appreciate customer feedback and unique client inquiries regarding the platform functionality. This helps us to improve our products and customize our services to your current contact center and business needs.