In this latest update to EdgeTier agent assist, we have added the ability to separate users into isolated teams with Departments, set up logic to perform custom email routing with Email Routing Rules and the ability to modify skills with Skill Editing. Departments Some contact centres have separate teams or departments that work independently from …
EdgeTier version 5.22: Departments, email routing, skill editing Read More »
Offline Chat Deflection & live searched chats are here Today, we’re announcing two exciting new features. Offline Chat Deflection will allow customers to start a chat with our bot even when no agents available; eventually giving the customer the option of submitting their chat to the email queue to be handled later. Live Searched Chats means that new incoming …
EdgeTier version 5.20: Offline chat deflection and live searched chats Read More »
WHAT’S NEW WITH Search and filtering? Over the last while, we’ve been hard at work delivering enhancements to search and filtering within the system. Here’s a summary of changes, with a full explanation in the post below. The Top Level Changes This new release brings significant improvements to search and filtering. Previously restricted to booking/reference IDs, email …
EdgeTier version 5.17: Full-text search and filter improvements Read More »
This release includes some helpful additions to help identify any potential issues in the chat queue through Live Chat Warnings. A new button and improved email details will allow agents to see more email information with Email Information Enhancements. Chats and emails can be re-skilled with the new Change Skill functionality from the search screen. An …
EdgeTier version 5.15: Chat warnings, change skill, email enhancements & more Read More »
In line with EdgeTier’s key themes of increasing team productivity while delighting with data, this release delivers major new functionality into the platform. Limitless Reporting provides ultimate flexibility in analysing how and why customers contact, as well as allowing you to deeply understanding the performance of your customer service team. The new Notes functionality allows …
EdgeTier version 5.13: Limitless Reporting, shortcuts, notes & more Read More »
