29 July, 2020
Improvements
We have introduced a new agent status called ‘Unreachable’, whereby TCM will automatically change an agent’s status to ‘Unreachable’ after five unsuccessful attempts to place a call to them. If the agent’s status has been automatically changed to ‘Unreachable’ then there is a problem that needs to be addressed by the agent. Once corrected, the agent will need to manually update their status.
Bug Fixes
Fixed a bug that may have resulted in the call intrusion options disappearing while on the Agents page.