Dialogue Cloud

What's new in WebAgent 6.27

Note: An additional Anywhere365 WebAgent license required.

Available in bundle: DC2021.05

Introduction

The below a details of new features that are added to the WebAgent.

UCC Display name

The 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. Display name will now be visible in the WebAgent

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.