v4.13

  • New! Agent Activity on OneView Homepage

    Agents can now access the Activity page from OneView home page to view performance, evaluations, rankings, and schedule details. (ONEV-862, ONEV-863, ONEV-866, ONEV-867)

    The Activity page includes:

    • Overview: Displays a consolidated snapshot of the agent’s daily activity and performance.

    • Scorecard: Shows detailed performance metrics and evaluation scores.

    • Leaderboard: Displays agent rankings based on selected performance metrics and time periods.

    • Schedule: Displays work schedules and planned activities and allows agents to submit time-off requests

  • New! A typing indicator appears when receiving or typing a message. (ONEV-1245)

  • A new Hide SMS Button setting is available on the OneView settings page. When enabled, the SMS button in the OneView control panel will not appear when a click to dial interaction is performed. (ONEV-1271)

  • Added a new Hide CTI Panel on Interaction Accepted setting to the OneView settings page. When enabled, the embedded CTI panel and OneView alert panel minimizes upon accepting an interaction. (ONEV-1242)

  • The softphone now automatically opens when an outbound call is placed. (ONEV-1270)

  • Known limitation: A spinner now appears when an agent clicks Accept button on an incoming interaction, preventing multiple clicks while OneView is processing the pickup. (ONEV-1301)

  • Fixed an issue with the email interactions that prevented agents from entering any address in the To, CC, and BCC fields. (ONEV-1235)

  • Fixed an issue where callback transcripts appeared blank in Tasks. Agents can now switch between conversations seamlessly. (ONEV-1198)

  • Various other bug fixes and minor improvements.