Release in progress: This release is in the process of being rolled out. It can take several working days before it is available to all clients. This note will be removed when this release is available to all.
Agents using Talk can now only use it in one tab
Following on from earlier updates for agents using the Outbound and Omni agents, now agents using Talk can only use Talk in one browser tab.
Improved visibility for agents of queue exclusions
If an agent has been excluded from serving a particular queue, this information will be shown to them when they click to select queues. The information is updated in real time, so agents will be able to see which queues they are excluded from, and if they hover over an excluded queue, a tooltip informs them of the reason.
How it works
- Agents excluded from a queue will not be able to select it in the queue selection until the exclusion ends.
- They will not be able to receive calls from the queue, or select calls from the queue in the Queues tab.
- Exclusions can happen because the agent is working on chats, or because an Admin has excluded them from the queue.
- If the Admin removes permission from an agent to select queues, the agent's current manual selection of queue is also removed.
Bug fixes and functional improvements
- Identified and fixed a potential error on Inbound Route and Phone number pages.
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