CRM - Release Notes

Release Limitations

• Selected Wrap-up and Notes will not be reflected in the chat or call activity.

• Click to chat is not available for this release.

• Multi-match lists will not be displayed based on the active chat session when multiple chats are switched.

• Activity gets created for unanswered Call\Chat.

• Hand Raise functionality is currently not available.

• Screen pop-up is not occurring for Whisper.

• No activity gets created for Agent B when a Consult transfer is performed on Chat.

• The direction in the activity for Agent B is appearing Outbound when performed Consult transfer.

• Agent A can Hold the Conversation between Agent B and Customer when he is in a wrap-up state

• CX-Voice limitations are here.

Important Notes

• Do not login to the same agent on different browsers or different machines.

• Admin access for ZOHO CRM is required to make CRM side configurations.

Tested with:

• EFCX Agent Desk

• CX Voice

• Supervisor Controls.

• The following EFCX chat chanels:

  • WebChat

  • WhatsApp

• Zoho CRM