Contact center

Add contact numbers to DNC lists in agent scripts

Script designers can now create scripts that enable agents to add contact numbers to DNC (Do Not Call) lists. This feature prevents future outbound campaign calls, based on agent input in the script. For more information, see Available script actions.

Workforce management permissions updates

As a result of recent workforce management enhancements, supervisors and contact center managers must add additional permissions for some views. To view queue names, add the Routing > Queue > View permission. To view skill and language names, add the Routing > Skill > Manage permission. For more information, see Workforce management roles and permissions.