Over the next few months, we will be making a series of updates to the interface language to improve clarity and accuracy. The changes will be seen first by agents and admins working in English, but in time will move to all LeadDesk's core languages.
In the first wave, we will:
- Change the Agents page in the Admin interface to be the Users page.
This page is not only used to create agent accounts, but accounts for all users, including Admins and Managers.
- Standardise the calling modes as Progressive and Preview.
The calling modes are called by various names in the interface: Automatic and Semi-automatic, Progressive with a pause and Progressive without a pause, and Progressive and Preview. We are standardising to Progressive and Preview throughout for consistency and clarity.
- Rename Omnichannel queues to become Message queues.
Despite the name, omnichannel queues do not include calls. Changing the name to Message queues helps immediately communicate that these queues can be used for all kinds of supported messages.
- Clarify Contact ownership as preferred agent status.
This change is to clarify this setting in Omni. It is not about an agent owning a contact, but establishing a preference. If the customer comes back within the preferred agent status duration, the customer will be returned to the same agent when possible.
Importantly, none of these changes are affecting the underlying functionality.