We didn’t expect much to happen in August on the development side due to our summer holidays, but we’ve made more headway than anticipated. We released the Dixa mobile app for iOS that we’ve been talking about for months already (wohoo!), added Custom Card integrations, ‘Mark for follow up’ functionality and a lot more that you can read about below.
Dixa app for iOS
We are proud to announce the release of the Dixa app for iOS! We’ve been working hard and hope you’ll find the app just as helpful as we’ve aimed for. With our first release we offer the following features:
More features coming in 2017:
Custom Card integration
One of our most requested features has been released and is already used daily by several of our customers. Custom Cards allow you to display customer information from external sources right in the Conversation View in Dixa (in the right side column). For instance, this allows you to show the customer’s latest purchase, order status, balance and more - basically anything you want. You can look up this information by the customer’s phone number or email. All you need to do is add some code.
We’ve made this guide to get you started with Custom Cards.
Mark conversation for follow up
Now you can save conversations that you need to follow up on later. Check it out.
Based on feedback from all of you, we’ve made several changes to the Dashboard. This applies both to the Dashboard list and to TV Mode:
You can now set an offer timeout for each queue. The offer timeout is the length of time within agents have to accept a conversation before their status is set to Away.
New offer algorithm
“Longest idle, according to agent priority” offer algorithm added. When using agent prioritization you can now have the offer go to the agent who has been waiting the longest since the last conversation was closed.
Day for start of week now differs based on location
In the Chat and Call Flow Editors, the week of Opening Hours now starts with Sunday instead of Monday for US users.
We have added icons for internal calls, inbound and outbound emails, callbacks and filter function.
We run text to speech for automatic queue announcements (such as place in queue). These now have much better quality, and we’ll be working on adding more supported languages.
More actions in the conversation list
We’ve added the following actions to the conversation list: ” Transfer to queue” and “Close conversation”. Just click on Actions at the far right in the conversation’s row.
More information in the conversation export
Chat rating, feedback, transfer information, and duration has been added to conversation export.
Bugfix: After Conversation Worktime
Sometimes After Conversation Worktime would bug, causing agents to get stuck. We’ve fixed that. Sorry!
All invoices can now be downloaded from Settings > Billing.
What we are working on
In September we’ll give our email channel some more love by working on:
We will also do some work on improving After Conversation Worktime, put the finishing touches on callback functionality for phone calls, and make it possible to reply to a contact form by email.
We look forward to sharing more new features with you next month :-)
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