Gravity CX Product Release 1.17.0
New Feature: Automated SMS Triggers
Account Owner or System Admin role required.
Configure Automated SMS Triggers Based on Disposition
Built-in SMS triggers enable you to configure your Twilio Flex & Gravity CX contact center to send automated SMS messages to contacts based on the set disposition after a task is completed.
Note: Disposition triggers must be enabled in the system settings by the account owner or a system admin.
New Features: Contact Lists
Account Owner, System Admin, Supervisor or Agent role required to leverage the feature. Account Owner or System Admin role required to configure.
Easily Manage Contact Records with Lists
Contact lists allows you to segment your contacts to improve contact management and agent productivity when searching for contacts.
Note: Contact lists must be enabled in the system settings by the account owner or a system admin.
New Feature: Real-Time Queue Drill Down
Account Owner or System Admin role required.
Gain Real-Time Insight on Active Tasks
Now supervisors and system admins can easily drill down within individual queues to see which agents are actively engaged in tasks.
Enhancement: Auto-Assign Voicemails Based on Availability and Role
Account Owner or System Admin role required.
Auto-Assign Voicemails for Improved Voicemail Management
Auto-assigning voicemails has never been easier. Now with more control over assignment, you can automate workflows more efficiently using role-based and availability assignment.
Additional Enhancements
We added the following enhancements within release 1.17.0:
- Ability to filter real-time queues by teams
- Ability to filter monitor agents by queues
Bug Fixes
We fixed the following bugs within release 1.17.0:
- Multiple localization fixes in the UI
- Fixed chat history not showing images from webchat
- Fixed voicemail recordings displaying "NaNaNaNaNa" if the recording is corrupt
- Fixed permission issues for supervisors on system settings
- UI improvements and minor content modifications