System Configurator (SC)

Busy during wrap-up

The channel and queue setting Busy during wrap-up is now also available for calls. Use this setting when you want that calls in wrap-up are considered as active calls and no new conversations are offered to the agent during the wrap-up. The option is selected by default in channel settings and not defined for queues.

Secret manager

Secret manager has been added as a central storage for third-party secrets, such as credentials, API keys, and secrets needed by OAuth authentication. By storing your secrets in Secret manager, you'll avoid having to define them separately for each event driven integration.

Last in, first out allocation

Typically, conversations are allocated using a so-called first in, first out (FIFO) method where allocation happens in the same order conversations come in. However, you can now also use last in, first out (LIFO) allocation, where the order is reversed and the newer the conversations is, the sooner it gets allocated.

You can define LIFO allocation in System Configurator, in the channel's or queue's Importance of Contact Waiting Time field by entering a value between -1 and -0.01. The closer the number is to zero, the bigger the importance. If you are using several LIFO queues, you can use this importance value to define this queue's priority among those queues.