Omni
- Admins can now define an overflow for a call queue based on the number of calls in a queue. They can select a flow to handle calls that would exceed this limit. This limit can be set from 0-1000 calls.
- Agents will now be able to see in the contact history if a call or message has been transferred from one queue to another.
- Agents will now be able to see the call ending reason selected for messages as well as calls.
- Agents using Omni will now occasionally be prompted to complete an NPS survey.
- Long callback comments will now have a scrollbar to allow agents to read them, rather than spilling out of the comments box.
- Fixed a problem where receiving an inbound call while working on an email, could result in any attachment an agent had added to their reply no longer showing as attached.
Outbound
- Agents can now select to transfer a call to a flow using the Phonebook, allowing easier transferring of calls to a queue.
- Agents working in the callbacks and contact list view will have their filters and sort preferences preserved as they open and close contacts, or switch away from these views and back again.
- Fixed a problem with callbacks without a contact. Editing and saving the contact information will correctly save the phone number for the contact again, as intended.
- If you had set your project up to hide some of the standard fields from the contact card, those fields will now remain hidden when previewing a callback.
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You can stay up to date with the latest releases by following the release notes section of the support pages.
- Go the LeadDesk Software version history section of the support pages.
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