Flex | Apr. 15, 2024
Flex UI 2.7.0 is now available
We are excited to announce that Flex UI 2.7.0 is now available. This release features the following additions and updates:
We’ve added the following features to Agent Copilot (Public Beta) and Unified Profiles (Public Beta):
Agents have access to a new feature, customer highlights. The one-paragraph summary combines customer data and recent activity, so agents can start the conversation faster and have a more informed interaction.
Agents have access to more information in a customer’s profile details and history:
Wrap-up notes now appear in a customer’s history, so agents can see notes from previous interactions.
Agents can now see recent customer web and app activity.
Outbound calls now appear alongside inbound calls.
Past interactions in the customer’s history include the queue of the agent who handled that task, in addition to the agent’s name.
Administrators have more configuration options:
Configure how the customer header and search, customer details, and customer history appear to agents.
Email in Flex now includes the ability to pause and resume a task. When enabled, the pause action enables agents to put an email task on hold while keeping it in their queue.
If your agents use Azure Virtual Desktop to log in to Flex, you can now optimize your audio calls with Flex on Azure Virtual Desktop (Public Beta).
If your Flex instance uses legacy SSO configuration, you can now migrate to enhanced SSO configuration, a solution with enhanced security that uses OAuth 2.0 for login authorization.
Two new metrics are available in the Real-Time Queues View, Completed (30 min) and Completed (Today), which show the number of tasks completed in the last 30 minutes or today. These metrics do not appear by default. If you want to show them, add them to your view.
You'll also notice a number of feature and UI enhancements, bug fixes, and more.
For complete details, see the Flex UI release notes for 2.7.0.