We are constantly working to improve our platform, and are pleased to announce that the following enhancements will be released next week:
Wrap-up Status Controls: If you are using wrap-up panels in your Teams, you can now give your agents the ability to set what their status will be after wrap-up ends. This is especially useful if you have calls set to auto-answer, so agents can smoothly transition to break time without another call coming to them.
Text from the Softphone: You can now allow members of a Team to send text messages right from the CTM softphone! Enable this option in your Team settings to quickly send a follow-up text message or start a new text conversation without leaving the softphone window.
Call transcription are an exciting new feature that transforms the audio of your calls into speaker organized scripts. This can be a great tool for reviewing calls quickly, spot checking performance and identifying trends.