Gravity CX Product Release 1.16.0

Enhancement: Canned Response Variables

Account Owner or System Admin role required.

Create Canned Responses with Variables

Account owners and system admins can now use predefined variables within canned responses to improve agent efficiency and productivity.

Canned_Responses_Variables.png

Below is a list of predefined variables available for use with canned responses:

  • Contact Full Name
  • Contact First Name
  • Contact Last Name
  • Contact Email Address
  • Contact Phone Number
  • Contact Mobile Number
  • Contact WhatsApp Number (if enabled)
  • Contact IG Screenname (if enabled) 
  • Agent Full Name
  • Agent First Name
  • Agent Email Address
  • Agent Phone Number (if enabled)

New Feature: Copy Chat Message History

Account Owner, System Admin, Supervisor, or Agent role required.

One-Click Copy for Chat Message History

Agents can now easily copy the chat message history with one click. 

Copy_Chat_Message_History.png

Enhancements: Advanced Workflow Filters

Account Owner or System Admin role required.

Configure Advanced Workflows & Intelligent Routing

Account owners and system admins now have the ability to configure more complex workflows and dynamic routing within your contact center.

Workflows now enable the following options to route tasks: 

  • CRM Attributes: This allows you to route based on custom attributes created within your contact center connected to your CRM.
  • Channels: This allows you to route "tasks" based on the available communication channels within your contact center. 
  • Task Attributes: This allows you to route "tasks" based on custom attributes add to the Twilio "task" within Twilio Studio SendToFlex widget.  
  • Numbers: This allows you to route "tasks" based on the phone number dialed to reach your contact center. 

Workflow_Filters.png

Workflow steps now allow the selection of a subset of agents within a target queue to route tasks. 

Steps_Filters.png

Additional Enhancements

We added the following enhancements within release 1.16.0:

  • Ability to configure notification sounds for incoming messages 
  • Ability to edit contacts from the agent desktop 
  • Ability to sort contacts by "date created" column 
  • Ability to sort contacts by "date updated" column 
  • Ability to filter by DNI & ANI on the Manage Tasks screen 
  • Ability to filter by agents on the Manage Tasks screen 
  • Ability to filter by multiple queues on the Manage Task screen
  • Ability to select the default outbound queue for canned responses and dispositions 
  • Ability to filter by teams on the Monitor Agents screen 
  • Ability to filter by team on the Real-Time Queues screen 

Bug Fixes 

We fixed the following bugs within release 1.16.0:

  • Multiple localization fixes in the UI 
  • Fix to imports column headers being case sensitive 
  • UI improvements and minor content modifications 
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