An update to the Timing applet, now lets it pick up your opening hours from one of your call queues. The applet can be used in both call and message flows, meaning you can set your opening times in one place and use flows to share those opening times to all applicable flows and queues. For more, see the support article Using the Timing applet to set opening hours.
Omni
Omni now lets agents mark messages as read or unread, and filter the contact's history to only see unread messages. Messages are automatically marked as read when an agent replies to them. This feature is available for all clients with this release. For more details, see the support article Unread messages.
If agents try to close a contact when there are unread messages in the contact's history, the agent will see a dialog asking them to either mark all messages read, or to go to the unread message.
The Project web addresses URL variable had not always been sent correctly. This has now been fixed.
Fixed a rare case for agents selecting queues to serve, where the list of queues would not close after making the choice. The list will now close as expected.
Outbound
When agents try to close the LeadDesk tab with unsaved data on screen, they should receive a warning. Recent updates to Chrome were preventing it from appearing. This has been fixed in most cases, work continues on specific cases relating to robot calls.
Clients with a lot of call ending reasons, some in groups, were encountering a problem where agents were unable to reach some of the options in the list. The list can now scroll to see additional options.
Adding products to an existing order could occasionally set the commission for the new product incorrectly. This has been fixed.
Deleting callbacks was occasionally causing a mismatch in the number of callbacks that could cause problems for reports. This has been fixed.
Talk
If an agent is marked as Passive while the Add call comment dialog is on screen, the comment (if any) will be saved, and the dialog closed, instead of the dialog persisting on top of the passive screen.
If the agent uses the click-to-dial function while their Talk status is not Online, their status will be changed to Online.
Transferring a call to an agent using Talk was using the wrong campaign in certain circumstances. This has been corrected.
