Changelog - October 2024

v5.45

Added

Email metrics for realtime
- This build introduces the ability to add email values to be displayed in wallboards and supervisor view.
  They include but are not limited to:
  - Email Counts
  - Email Durations
  - Focused Duration
  - Completed Count
  - Spam Count
    
    And many more.
SMS Enhancement - Outbound DID Selection
- When an agent is making a new outbound SMS message, they'll be able to choose which number will be used and seen by the external party.
- Learn more about how it's configured here
Messaging Reply Timeouts
- SMS and Web Chat threads now have a customizable timer that will automatically close if either the agent or the external party has not responded in a defined amount of time.
- Each party (the agent and the external party) can have a different time out duration configured
- This can be configured per skill
- Learn more about how it's configured here
Outbound Extension Labels
- Outbound Extensions that are added and registered to Xima CCaaS can now be assigned to named agents or skills.
- Though agents could always select any outbound extension (and it's assigned number) that is registered to Xima CCaaS, now the agent will only see numbers that apply to themselves and their team. They can no longer select an outbound number that should be dedicated to another agent or team.