Dialogue Cloud

What's new in WebAgent 6.28

Available in bundle: DC2022.02

This article will describe the changes that have been made to WebAgent in version 6.28.

Note: An additional Anywhere365 WebAgent license is required.

New Sign-in Welcome Screen

The sign-in screen has received a visual update. It will be updated prior to the next bundle release. For details see the Anywhere365 System Status page.

Anywhere365 WebAgent Sign-in Screen

Improved behavior of conversation headers on small screens

When opening the WebAgent in a smaller window (in SalesForce CTI, for example) the header was collapsed by default. Header is now re-sized instead of collapsed. The buttons are now available in the collapsed header, thus eliminating unnecessary actions.

Added classification to timeline details

Classifications have been added to the timeline to provide relevant additional information about a conversation, which helps agents to better serve their customers.

Streamlined Classify and finish

To improve the user experience the Save Classification and Handling actions have been combined into a single step.

Redesigned Notifications

Nobody likes errors, but they happen. This new visual style of our notifications will result in a better experience and assistance to the user.

Updated notifications

Improved Unread Message Visual Cues

Agents handling text messages now have visual interface cues indicating unread messages, regardless of which tab they are in.

Improved Agent Status (MePerson) Interface

The Agent Status panel (MePerson) now provides additional useful information to improve user experience.

Hide Recording Controls via Plugin Setting

Customers may want to have recordings be controlled with an automated system using the Recording API. They may want to pause recording when credit card information is gathered to conform to Payment Card Industry Security Standards (PCI). In such cases, they will not want the Agent to be controlling the recording. This behavior can be set in your UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). An UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location..