September 15, 2020 - Evaluator Reskin

  • Table columns have been expanded to make the content easier to read
  • Thumb up/thumb down icons have been replaced with emojis
  • Softer colors have been implemented to make it easier on the eyes.

September 1, 2020 – Dynamic Notifications Update; Additional Caller ID; Desktop Caller Center Agent Update

Dynotes SMS Acknowledgement and SMS Opt out: System administrators with access to creating and editing campaigns can now define how contacts should respond to SMS messages sent by the campaign, or what actions the system should take when the contact sends an unexpected reply or the contact wants to opt out of the campaign. 

  • Manage acknowledgements after you’ve created the campaign
  • Configure up to 5 expected responses with any of the following options: Acknowledge and do nothing else, Acknowledge and send to Chat Queue, Acknowledge and Send to Email, or Opt out of the campaign
  • Configure the message to send when the contact replies with an unexpected response and configure the number of tries that the contact can send an unexpected response
  • Configure the message to send and the actions to take when the contact has exceeded the number of tries for unexpected responses: Ignore, Send to queue, Send to email, or Send to web service endpoint.

Additional Caller ID: 

  • Manage a list of caller ID numbers that teams of agents can use when making outbound calls
  • Provide descriptive names to the caller IDs so that call recipients can see who is calling. 

Desktop Caller Center Agent (CCA) Version 12.4.40:

  • Chat functionality was enhanced to support the following scenario: User A creates a session with User B, but doesn’t send any messages. User B then creates a session with User A. In the previous version, User B would have received an error and would not have seen a chat window. In this new version, User B sees the chat window and can send a message. User A receives the message in the existing chat window
  • Classification information window has updated logic. Now, caller-type dependent fields (acct, claim, provider) are displayed and their enabled/disabled status is updated accordingly when displaying the information.