New US Cluster, Presence Activity & Input Customer (Advanced)
Great news! New features will be rolled out to our production environment over the course of the week. In this blog post, you'll learn about the exciting updates you can expect.
What's New:
- Presence activity is added to portal widgets
- Replace Input Customer by Input Customer (advanced)
- New US Cluster
- Smaller improvements
Presence Activity Is Added to Portal Widgets
We have enhanced certain dashboard widgets, including non-personal dashboard widgets, by incorporating Presence Activity. It provides more detailed presence information when available. While the Presence status simply indicates whether a user is “available,” “away,” or “busy,” the Presence Activity offers additional insights such as “in a meeting,” “in a conference call,” or “in a phone call.” This added detail simplifies understanding of a user's unavailability, enabling more informed decision-making.
Replace Input Customer by Input Customer (Advanced)
If you have a workflow that currently uses the Input Customer feature, you can easily upgrade it by right-clicking on the title bar and choosing the “Convert to Input Customer (advanced)” option. This conversion process is designed to be seamless. After saving and reopening the workflow, the original Input Customer component will be replaced with the advanced version. Importantly, this upgrade retains the same prompt and exit paths, ensuring that all connections to existing elements remain intact. This means that your workflow's functionality and structure will not be disrupted, allowing for a smooth transition to the enhanced capabilities of the advanced Input Customer feature. This enhancement is intended to provide more robust options while maintaining the integrity and connectivity of your existing workflow setup, facilitating an improved user experience without the need for extensive reconfiguration.
New US Cluster
We are excited to announce the launch of a new cluster in the United States, expanding our global infrastructure to better serve our customers. This addition complements our existing clusters in Europe (Switzerland, Germany, the European Union, and the United Kingdom) and Australia, allowing us to offer more localized hosting options. With this new U.S. cluster, customers can now host their tenants closer to their user base, which can improve performance, reduce latency, and ensure compliance with regional data regulations. This expansion underscores our commitment to providing flexible, high-performance solutions tailored to the geographic needs of our clients, enhancing user experience and operational efficiency. By strategically positioning our clusters, we aim to support our customers' growth and success in an increasingly connected world.
Smaller Improvements
Input Customer (Advanced)
We have introduced two new parameter options to enhance functionality.
- The first option allows you to incorporate parameters within prompts, enabling more personalized greetings or the inclusion of contract numbers for a tailored customer experience.
- The second option provides the capability to capture customer inputs, either through voice or DTMF, into a parameter. This allows for efficient post-processing and analysis of customer interactions, facilitating improved service delivery and operational efficiency.
These enhancements are designed to optimize customer engagement and streamline communication processes.
Expiry Time for Long-Running Tasks
Understanding that external tasks can take longer than 1–2 hours, we have
increased the expiry time for External Tasks and Emails to 7 days. This change ensures that these tasks have ample time to be completed without interruption. Meanwhile,
for IM tasks, we have set the expiry time to 1 day, balancing the need for timely communication with operational efficiency. These adjustments are designed to improve workflow management and ensure that all tasks are handled within appropriate timeframes to enhance productivity and service delivery.