Product update (version 1) — What’s new?

Summary

Queues: overflow rules by proportion of connected users can now be set up in the “Waiting” section.
Queue waiting indication (time and queue position) can now be set up in the “Waiting” section.

Transfer your ongoing interaction to another agent, a queue, or a Smart routing!

Reporter

Spam: if an email is detected as a spam, it is flagged as such. (Note: any email containing any form of malware cannot enter INO CX.)

Each message (in messaging interactions and group conversations) now displays “seen by (user)” data.

Personal voicemail messages can now be deleted in bulk in the dedicated tab.
Automatic custom buttons are now available for Web Services (Smart license only).

New profile right: collaborative. 4 options.
New role tab: all apps, with the “My account” option (complementary to the “Users” module’s rights).
New outgoing branches for the “Distribution to a queue” Smart routing action: treated, untreated, overflow, dissuasion by user/timeout, ID not found.
Data import and export are now available for directories and values tables, with .CSV template files.
Webhook connection test is now similar to the Web Service one.
More API routes for interactions (accept, end, start/cancel/release transfer, etc.) and users’ information (activities, active profile, activated channels, logout, etc.), routing (transfer rules), voice messages and case layouts.
Special credit cards (for testing purposes only) are now available for sandbox payment modules.
New magical inputs: distributionLifeItem.status and distributionLifeItem.distributionQueueID. There are 3 possible statuses: treated, dissuaded, canceled.

Search by phone number (“Records” in “Quality Management”).
Too many missed interactions: now, a new message is displayed on the screen to inform the agent that their channels are deactivated.
More information on interaction failure displayed to user: busy, unassigned number, etc.

And some bug fixes.

Updated on 2023-09-29

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