Release Note - April 4, 2025
New Feature: Available Agents
To view the 'Available Agents' report, navigate to the Call X-Ray modal. The option to access this report is present when the call status is “Looking for an Agent.”
This modal will show Agents that were Opted-In (actively available to receive calls) at the moment that the call was looking for Agents to ring on. This will allow the user to identify which Agents were Opted-In and what their Teams presence status was at that specific moment. In addition, this modal will also show Agents that the call already rang on, represented by a Missed call icon next to their names.
New Feature: Grab Calls from Wallboard
Administrators and Supervisors have the capability to manually assign calls to Agents within the same skill that the call is currently ringing in.
This action can be taken regardless of the Agent's current presence status or their individual Opt-In status for receiving calls. When an Administrator or Supervisor manually assigns a call to an Agent, the call will begin ringing on the Agent's interface once their current call status is completed. The call will not be assigned to the agent if they are on an active Contact Center call.
This feature allows for targeted call distribution and management oversight. This setting to allow Agents to grab calls can be found in the system settings under an option such as "Allow Agents to Grab Calls," where it can be easily enabled or disabled, impacting the Agent self-assignment functionality.
Key Points for Administrators and Supervisors
- Who can use it: Administrators and Supervisors
- Who can be assigned to: Agents within the same skill as the ringing call
- Agent requirements: Agent presence or opt-in status is not a restriction
- When the call rings: After the assigned Agent's current call status is over
New Feature: Grab Calls from Wallboard for Agents
Agents can use Call Cards to self-assign calls by using the three dots in the corner of the call card. Agents can only self-assign calls within a Skill they belong to. Self-assignment is possible while a call is in the "Hunting" status, meaning the agent can take ownership of a call before it is actively ringing on another agent. Once self-assigned, the call will begin ringing on the agent immediately.
Assigned calls have a distinct status: "Agent manually assigned." This status indicates that the call started ringing on the agent due to a manual self-assignment during the "Hunting" phase.
Note that if the self-assignment feature is disabled by an Administrator, Agents will not see the option to manually assign calls to themselves.
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