Release Notes for 03/10/2016
- Navigator: Ability to Reopen Sessions
- Navigator: Mark Sessions as "Resolved" or "Unresolved"
- Navigator: Queue time in Activity Monitor
- Navigator: Inform agent when customer's machine is rebooting
- Navigator & Designer: Restricting Guided Paths® Categories by Team
- SDK: Customization
- Admin: Warning when deleting user with open sessions assigned
Navigator: Ability to Reopen Sessions
Analyze First Contact Resolution (FCR) rates more easily than ever before. Agents can now reopen sessions – which means no more time spent matching closed sessions to recurring issues.
The Administrator interface to enable this functionality is:
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Navigator: Mark Sessions as "Resolved" or "Unresolved"
If customer support sessions are open or re-opened, agents can now mark them as “resolved” or “unresolved”, improving the depth of your Interaction Analytics™.
Navigator: Queue time in Activity Monitor
The length of queue time by session will be included as a column in Activity Monitor.
Navigator: Inform agent when customer's machine is rebooting
When an agent has rebooted the customer's machine through RANG, a message will show up in Navigator to confirm that the machine is rebooting, and to please wait until it's done.
Navigator & Designer: Restricting Guided Paths Categories
Support teams can now see only the Guided Paths they need to see – increasing productivity, and providing quicker and more effective support in the process.
With new changes to the Android SDK, you can customize screens, prompts, and notifications – from color schemes to fonts – for a seamless transition across your properties.
Admin: Warning when deleting user with open sessions assigned
When an admin attempts to delete a user with open sessions assigned to them, a warning message will be presented.