New Time Based Routing (TBR) Optional Message, Audio, and Action Type, Number Transfer has been added. The optional message and action types for TBR easily let administrators define the course of action of calls when customers call outside office hours. Play an Audio for Your Customers In addition to the current Text-To-Speech (TTS) optional message, administrators can now opt to select Audio and attach an audio file that will play during the TBR call. Examples of audio that you can attach are company advertisement jingles or classic hold music. Automatically Transfer Your Customer to Another Department The new action type, Number Transfer, gives you the option to transfer customers to another number. This can apply to customers that need to be transferred to a different department such as those who called in with billing concerns but got routed to technical support. The following Time Based Routing (TBR) features have been added:
Supervisors and administrators now have the option to hide the Agent SSO Management page. The Agent SSO Management page allows supervisors and administrators to set up new agent profiles in the Xcelerate platform as well as manage permissions of user profiles. To hide the Agent SSO Management page, go to the Initialize Config menu and simply toggle off enableAgentOnboarding.
Resolved an issue where the Text-To-Speech (TTS) audio doesn’t play when a customer calls in and the Time Based Routing (TBR) schedule is set to user-defined timezones. Resolved an issue where the TBR calendar doesn't properly display a recurring event when a user updates the timezone. Resolved an issue where the TBR Start Date and End Date display incorrectly when setting up a new event.
Resolved an issue where a new user is unable to create a new Time-Based Routing (TBR) event.
The Action-Type: None has been added to allow users to set up a Time-based Routing (TBR) event without the addition of any specific action.
Release 1.4 introduces Time-based Routing functionality. Time-based Routing (TBR) allows administrators and supervisors to dynamically control messaging and routing within the application instantly- without impact to the overall configuration of the app..
The news ticker management table now includes enabled columns and expandable rows. Additionally, when users create a new canned response, they will automatically be directed to a newly created canned response page.
The canned responses feature is now available for agents to use in customer interactions. Canned responses are prewritten and customized responses to everyday conversations and can only be managed or modified by an admin or supervisor. Disposition management is also now available. Each task should have one disposition assigned at the end of each interaction, and an admin can manage available dispositions. Additionally, contact tracing is now called history. A canned response now populates the correct data when edited, and scrolling and formatting issues have been resolved.
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