This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Feature | Notes |
|---|---|---|
| 29 MAY 2020 | Created initial document. |
This guide outlines the information you need to know about new or improved functionality in this update.
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Flip Tiles for Agent Browser UI Workspaces
A Flip Tile can be added to workspace layouts allowing users to manipulate their view of a workspace by dynamically flipping pre-defined panels from front to back.
Splitter Panel for Agent Browser UI Workspaces
A Splitter Panel can be added to workspace layouts allowing users to manipulate their view of a workspace by dragging the splitter horizontally or vertically.
Draft Mode in Thread Editor No Longer Shows Mirrored Thread Entries for Agent Browser UI
Draft Mode in Thread Editor no longer shows mirrored thread entries for Agent Browser UI.
B2C Service users need a reliable way to see the details of their site usage. Now there's an an accurate, reliable, and secure way to obtain these usage details using the Agent Browser UI.
This feature focuses on sessions and user seats by identifying the daily usage. You can drill into the summary counts to see the details of the usage.
Save Display and Data Settings
Using the Save as Default feature, you can save changes to a report’s display and data settings to your workstation so the report uses the same settings you have previously defined.
Report Queuing and View Definition in Agent Browser
The ability to queue reports and view report definitions from the Navigation Set and the Report Explorer are now available in Agent Browser.
Chat in Browser UI: Engagement Panel Refresh
We have improved the Chat Engagement Panel in the Agent Browser UI. The new features include a modern, updated style, a streamlined chat header, and a new service level warning so that agents can easily see when service levels are met and exceeded.