What's new in WebAgent 6.27
Available in bundle: DC2021.05
Introduction
The below a details of new features that are added to the WebAgent.
UCC Display name
The display name is used in the following places:
-
MePerson
-
Conversation
-
Queue
-
Preview
-
Text Search
Consistent behavior over channels after transfer
For a better and more logic experience the results after a transfer has been improved:
Action |
Audio Session |
WebChat Session |
Email Session |
WhatsApp Session |
---|---|---|---|---|
Customer Disconnect |
Conversation goes in Wrapup. |
Conversation goes in Wrapup. |
N/A |
N/A |
Agent Disconnect |
Conversation goes in Wrapup. |
N/A |
N/A |
N/A |
Successful Blind Transfer |
Conversation is removed from the Agent. Note: If the consultee is also an Agent in the same UCC, then the conversation will be shown to the consultee.
|
N/A |
N/A |
N/A |
Delight Transfer Completed |
Conversation is removed from the Agent. Note: If the consultee is also an Agent in the same UCC, then the conversation will be shown to the consultee.
|
N/A |
N/A |
N/A |
Consultative Transfer Completed |
Conversation is removed from the Agent. Note: If the consultee is also an Agent in the same UCC, then the conversation will be shown to the consultee.
|
N/A |
N/A |
N/A |
Skill Transfer Completed |
Conversation is removed from the Agent. |
Conversation is removed from the Agent. |
Conversation is removed from the Agent. |
Conversation is removed from the Agent. |
Agent press handle |
Conversation is removed from the Agent. |
Conversation is removed from the Agent. |
Conversation is removed from the Agent. |
Conversation is removed from the Agent. |
Click2Dial in ServiceNow
Customer who are using the ServiceNow CTI plugin in combination with DCI (Learn More) can now directly call from the ServiceNow interface by clicking on the dial button.