This month we've prioritized working on core features that have been in heavy demand by existing and upcoming customers. That means our mobile app was temporarily put on hold.
Speaking of priorities:
Prioritize between queues & agents + new offer algorithms
You can now select which queues are most important to you and even prioritize between agents in each queue.
As a result of those additions, we've also added new offer algorithms. You can now choose between:
Note that this applies to all channels, not just phone calls, and has to be set for each queue.
Transfer to queue
Having been requested by many of our customers, you can now transfer any conversation type to a queue as well as specific agents. When transferred to a queue, the conversation takes up position as last in that queue.
To transfer a conversation to a queue, click 'Transfer conversation' and select 'Transfer to queue' from the newly added drop down list.
Listen in & join phone conversation (aka barge in)
For training purposes, admins can now both listen in on and join active phone conversations. When you first join, you join as muted so as not to disturb the ongoing conversation. Simply click 'Unmute' to participate in the call.
Tags are here
You can now add tags to conversations. Just like notes, tags can be added at any time during or after a conversation.
To start adding tags, admins can go to 'Settings -> Tags'. As soon as each tag is added, it's immediately available to agents in the conversation view.
Latency & call quality improved
Some customers have experienced latency issues during some calls, which they notice as a delay when speaking. Lots of work has gone into improving both latency and call quality. Both latency and sound quality should be improved across the board. Your feedback is important to us, so please let us know if you experience conversations with delay in sound or poor quality as this is something we want to act on immediately.
New conversation overview
We keep making improvements to the conversation overview:
Simultaneous ring changes
Simultaneous ring is now on even if you're offline in Dixa (opening hours still apply, so you still won't receive calls when your business is closed). The only instance in which simultaneous ring won’t work is when you are online and your status is set to ‘away’.
This coming month we’ll likely be working on finishing:
See you next month!