Communication Panel

Printing or Saving a PDF of a Conversation

It is now possible to print or save a PDF of an email, action item, task, or chat conversation. A PDF button is shown below for the supported conversation types.

Cloud Attachments Extension for Sharing Files to Customers

A new Cloud Attachments extension has been added to allow agents to share files to customers. The system uploads the file added by the agent to cloud storage. The agent can then copy a short link to the file and send it to the customer. The link expires in 180 days.

Dashboard

Export to Excel

A button has been added to most tables in Dashboard for exporting data to Excel. In addition to the data from the table, the export includes a timestamp of the export, the user's username, and any filter categories applied. The export only includes data visible in the table, which means that data, for example, from hidden columns or behind the Load More link is not exported.

New Queue Serving Status Chart to Home View

A new Queue Serving Status chart has been added to help team leaders and managers see how a selected queue or queues are being served by the agents who have serving rights for them. The chart includes three tables:

• The top table shows a summary of a queue with the number of queueing conversations and the number of agents signed in.
• The bottom left agent table shows the status of the agents signed in, their availability, and active profile.
• The bottom right conversation table shows all active conversations that are in process, pending, or in wrap-up according to the listed agents.

Note: The visibility of the agents and active conversations depend on the Dashboard user’s rights.

Miscellaneous Improvements

Call Metadata File for Calabrio Quality Management in S3

It is now possible to create metadata json files from call recordings in a separate sub-folder instead of the same folder with the actual recording.

Contact trace record (CTR) files created for calls now use email as a contact identifier. If an agent doesn't have an email address defined, an empty string is used.

New My Conversation View in CRM Integrations

It is now possible for CRM users to open Communication Panel in another browser window and see a compact My Conversations view embedded inside the CRM. The My Conversations view:

• provides users some basic Communication Panel functions, such as changing their status between Ready and Not Ready,
• is synchronized with the separate Communication Panel window,
• is responsive to the available frame size and can be displayed in an expanded vertical view, narrow vertical view, and narrow horizontal view,
• offers the same integrations capabilities as the embedded Communication Panel.

The admin can set size limits so that Communication Panel is popped out automatically and the My Conversations view is shown when the embedded Communication Panel gets too small. For configuration instructions, see the Service Configuration document.

In the following screenshot, you can see Communication Panel opened into another browser window on the right and the new My Conversations view in the middle.

SAPUI5 Library

SAPUI5 user interface library used for Communication Panel, Data Protection Officer (DPO) and Launchpad is now upgraded to version 1.71.49.

More information can be found at Sinch’s website – What's New in September 2022 Release (22Q3).

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