System Configurator (SC)

The following changes and improvements have been made in System Configurator.

Hiding Stop wrap-up timer button

It's now possible to hide the Stop wrap-up timer button from conversation wrap-up. This means the agent can't stop automatic wrap-up. The conversation won't be closed if there are unanswered mandatory script questions. The setting is found in the user settings template, in the Communication Panel (CP) Settings block.

Task body shown in the work area

Previously, body data from an XRI task could only be shown as conversation attached data (CAD) in Conversation Details. Now you can show the data in the same way as an email body by defining field name XRI-body in CAD configuration (System Management > Channels > E-Mail Channel > Extra Data Setting > Extra Data Included When Email Allocated). Both plain text and HTML are supported in the XRI body.

Support for conversational messaging apps not based on phone number

It's now possible for Communication Panel users to enter user IDs related to conversational messaging apps that are not based on phone number (for example, Facebook, Instagram, Telegram, and Viber) in Directory.

To use IDs for conversational messaging apps, add them as fields with type 25 - Chat ID in directory field configuration and select the related subtype:

  • applebc
  • facebook
  • instagram
  • kakaotalk
  • kakaotalkchat
  • line
  • telegram
  • viber-bot
  • wechat

Also add the field to the directory template.

See more about using the IDs in Communication Panel.

Wrap-up time

The setting Queue management > [queue] > Client settings > Wrap-up time has been improved to include more wrap-up options.