Release Notes | November 11, 2019 | Agents and Roles

April 27, 2020 16:29

On Monday, November 11th, 2019, we will begin the progressive rollout of a new user experience related to the management of After Call Work Settings and Ring Groups, within the Agents and Roles tabs of the Admin dashboard:

What is Changing

After Call Work:

• “After Call Work Settings” can now be managed at the agent-level: both from the agent’s profile or in bulk for a group of agents. These settings are no longer managed from the Roles tab.
• We added two new options to the "After Call Work Timeout" drop-down list: 15 seconds and 3 minutes.

Ring Groups:

• Role permissions have been fine-tuned so that you can choose which roles can edit ring groups from the agent’s profile.
• Besides this, we are adding the ability to remove ring groups in bulk from a selected group of agents. 

For more details, please read these articles:

• After Call Work and Call Disposition Dialog
• Managing agents using search, filters and bulk actions
• Setting up Teams: Ring Groups