• 3.12 • 3.13 • 3.14

New Features

Feature	Description
Directory View Limited to Specific Teams and Static Entries	This capability enables teams to view either all static entries in the directory or selected static entries only, making it easy to limit who sees specific directory teams, folders, and categories.
Append Canned Chat Responses	Canned chat responses are automatically appended to the text entered in the chat input field, giving agents or representatives an easy way to edit canned chat responses before they are delivered to the customer.
Flag Conversations in After-Call Work (ACW) State in Zendesk	Agents working in Zendesk integration can easily flag conversations as they are completed.
Case-Sensitive Outbound List Field Names	List field names are case-sensitive for the languages that support character cases. This means that field names that differ in case only refer to the same field.
Continue Customer Chat After Being Disconnected By Using a Variable	In the event of agent connection loss during a chat with a customer, a new variable, $(targetDisconnectedCause), informs the chat scenario of which side has disconnected and gives an option to continue the conversation using the chat scenario or another agent.
Pop-Up Supervisor Desktop Alerts	A browser notification appears with the statistic name and its value when an alert is triggered.
2-Click Disposition Button Confirmation	This option provides 2-click confirmation for disposition buttons. Click once to end the conversation and outline the selected disposition button, and click a second time to submit the disposition and complete the interaction.
Write Activity History to Specific Zendesk Tickets	Choose whether to write activity history to only the Zendesk ticket that was popped to the agent, rather than to the ticket in focus. In addition, you can select whether the activity history should be written to the first ticket open or to the last ticket open when the interaction is completed.
Chat Alert Pop-Ups	When a new message is received by the agent and when Agent Desktop is not in focus, a chat alert pop-up window is displayed on your screen. This pop-up functionality applies to Zendesk integrations, Salesforce integrations, and classic Agent Desktop.
Randomize Audio Treatments in the Queue	The "Play random segment" option in the Find Agent block randomizes the queue audio treatments played for voice calls, allowing you to vary the audio treatments played while customers are waiting in the queue.
Adjust the Number Entries Visible in the Active Conversation List	In Agent Desktop, you can easily change the number of entries shown in the active conversation list by dragging a splitter either up to hide entries or down to show more.
Use Recent Calls Tab Privilege	TCPA manual dialing limits which users/roles can access recent calls. This new privilege can be set and managed in the properties for each role.
Use Scenario Variables to Email Chat Transcripts to Customers	Customers have the option of receiving chat transcripts via email. This capability is specified in a chat scenario using chat scenario variables $(item.transcript.text) and $(item.transcript.html).
Export Chat Transcripts	Chat transcript export is possible through both interaction records searches and periodic recording export jobs (which are set in the chat service Results tab).
Customer Chat Inactivity Messages	Agents know right away when customer chats are idle. When a customer is inactive and the conversation automatically terminates, customer chat inactivity messages are displayed to agents.
Minimized Impact of System Updates on Chat Conversations	Chat conversations are not interrupted by system updates and upgrades. Updates happen on-the-fly, in the background.
TLS Support for SMPP	SMPP SMS trunks support transport layer security.
Text Masking of Sensitive Data in Chat	A number of predefined masking search patterns, as well as the capability to add and customize them, improve the quality and security of incoming chats.