Contact center

Inbound messaging channel routing for Facebook Messenger, Twitter Direct Message, and LINE Messaging

Administrators and contact center managers can now route third-party direct messages from customers to agents using ACD. This feature enables customers to send messages from Facebook Messenger, Twitter Direct Message, and LINE Messaging to an organization, which then routes them to an agent. Agents can respond to customers and maintain asynchronous conversations through the messaging channel. For more information, see Third-party ACD messaging administration in About ACD messages.

Workforce management agent scheduling enhancements

Recent workforce management agent scheduling enhancements increase the speed and accuracy of agent schedule creation. The schedule now includes a more accurate service prediction for metrics, such as service level, average speed of answer, and abandonment. The process returns similar or fewer scheduled paid hours than the previous scheduling method. 

Run Now option on reports page

Contact managers can use the new Run Now option to run reports directly from the reports page. For more information, see Run a report