November 14, 2018


Contact center

IVR dynamically referenced prompts in Architect

Administrators and contact center managers can now personalize prompt playback by dynamically selecting prompts to play during call flow runtime. This feature enables the flow to play prompts based on string values that it sources from a data table lookup or a data action; for example, hotel names associated with specific DID numbers. For more information, see Work with dynamically referenced prompts.

New wrap-up code views

Contact center managers can now view interaction metrics based on the wrap-up codes selected by agents. The wrap-up code views help managers gain insight into trends based on how agents classify interactions. Previously, managers could only see wrap-up code-related metrics based on queues. For more information, see Wrap-Up Performance Summary viewAgents Wrap-Up Detail view, and Agents Wrap-up Interval Detail view.

Export data from wrap-up code views

Contact center managers can now export data to a CSV file from the Wrap-Up Performance Summary view, Agents Wrap-Up Detail view, and Agents Wrap-up Interval Detail view. Managers can share the exported file with others in the contact center and use it to further analyze contact center performance. For more information, see Export view data.

Export data from agents summary status views 

Contact center managers can now export data to a CSV file from the Agents Status Summary view and Agents Status Summary Detail view. Managers can share the exported file with others in the contact center and use it to further analyze contact center performance. For more information, see Export view data.

In-progress view export improvements

Contact center managers running view exports can now refer to an exports progress bar in the inbox and cancel in-progress view exports. These features give managers the flexibility to stop a long-running export and start a new export. For more information, see Export view data.