Reserved Slots

Reserved Slots are a way to ensure that urgent messages always get to an agent quickly. These slots can be used for messages sent for Approval, live chat sessions, or from a VIP queue, for example.

• In the settings you can define how many reserved slots (occupancy) agents will have. This is a global setting for all agents and can not be adjusted per agent.
• You can mark which Routing Queue can be routed to the agent's reserved slots. This queue will be then used for both routing to the default slots (occupancy) and the reserved slots. 

Case Search Query Language

Looking for a specific case number in Case Search? With the Case Search query feature it’s easy!  you can now search based on Custom Field. Ask your account manager to activate it for you. See our support page here for specific syntax.

• Search by:
• Case ID
• Owner and Inbox Assignee
• Custom Field
• Case status

Settings improvements

Workflow Automation and Intelligent Routing

• When a new Scheduler or Trigger is created, it is automatically inactive and needs to be activated manually, therefore preventing the start of a workflow before configured completely.
• Improved visibility of which Triggers and Schedules are active
  
  
• Conditions for Queues and Workflow Automation are now visible in the overview of the respective sections for faster and easier tracing. 
• Workflow Automation jobs now displays the associated Schedulers and Jobs
• Now possible to determine the order in which a Job will be executed in Schedules and Triggers 

Channels Settings

• We are giving the channels settings a new coat. Now you can find all your digital channels under the ‘all channels’ and Fb public channels in their own tab right below them
  
  

Live Chat

Satisfaction Surveys are now displayed within the chat window in the new live chat. They can be configured in Workflow Automation.

You can use the Brand Embassy surveys, integrate with a 3rd party, or add your own in.

Don’t forget - with the new live chat you can have multiple chat channels, use both messenger-style or traditional chat, and many other cool features. Your account manager will be contacting you to switch soon.