The next release will be on 9/24 at 9pm PST.
With this release we continued to focus on core enhancements to the new interface based on feedback we have received over the past few months. Here's what's going live next Thursday night:
We continued to refine our communications panel with this release, specifically focused on email communications.
We updated the tags in the Solutions panel with new accept and reject buttons to streamline the process of accepting and rejecting tags that have been suggested.
When you’re setting custom filters on the Cases list to create Views, you can now set multiple options on each filter. For example, you can now set multiple Teams, Users, Statuses, etc., which will enable you to create more flexible Views.
These multi-select filters will act as 'OR' statements so you can add filters across multiple options in one filter. For example, you might want to see all open Cases across Team A, B, or C.
We updated the style of the Web Chat widget container as well as the chats and buttons that you interact with. This is the first step of some major Web Chat updates that are coming over the next few sprints that will make our chat more powerful while increasing the flexibility, ease of use, and customization of Web Chat.
We fixed a number of small bugs in the Knowledge Base:
We made a few enhancements to our core Case workflows.
Add Forms to Cases - You can now submit a form directly from a Case by going to Actions > Add Form. These forms are accessible on the Case and also via reporting.
Priority Field on Cases - Each Case now has a priority. There are two priority levels - Normal (default) and High. Today this is a simple toggle on the Case, but in the near future this will tie into how Cases get sorted and routed to ensure high priority Cases automatically get moved to the top of the queue.
Customer Segment Field on Locations - We have added a field on Customer Locations called Customer Segment. Organizations can now create multiple customer segments to organize their customers into groups and provide more personalized experiences by segment. This means organizations will be able to send different communications based on the segment, route segments to different queues, or show different knowledge to the customer based on their segment.
Avaya Integration Update - We enhanced our Avaya integration to streamline configuration for large queue/team routing scenarios.
As always, if you have any questions, please email us at firstname.lastname@example.org.