We are excited to announce the XCS Web Agent v1.0.0-RC3.1 release which includes new capabilities for our customers that will be available on November 5, 2020.


This release contains the following feature enhancements:

  1. Proper messaging is displayed if an agent cannot receive or start an interaction due to Load Allowance restrictions.
  2. Wait Time was added to the Incoming Interaction Banner and the Interaction Toolbar
  3. CRM information is now broken out into multiple columns for better space utilization 
  4. BP and Agent Email Signatures have been added when replying to or starting a new outbound email
  5. Agents can not take actions to start a new interaction with a contact right from the CRM panel


This release contains the following bug fixes:

  1. Refreshing the Agent application while a call was on hold ended the interaction.
  2. When assigning a callback to an agent, the Agent dropdown list only shows agents assigned to that BP selected.