Contact Center > Online Contact > Release Notes

October 17, 2023

Feature Updates

• Added trigger functionality to forward a tickets to the Agent Group
• Added the functionality to specify a template when creating a new ticket
• Improved search performance to tickets

September 26, 2023

Feature Updates

• Added trigger functionality to automatically assign the Submission Type
• Added exposure options for all fields
• Added search functionality to 'Group/Agent' component

September 12, 2023

Feature Updates

• Changed to remove 'Email' field in Issue Management service
• Changed to refresh the page when you click on the menu you're accessing

August 29, 2023

Feature Updates

• Changed default of the search period to 6 months
• Extended maximum search period in the Ticket Management to 6 months
• Improved ticket management template management
• Added the search function of Ticket History in the Ticket Management
• Added the replacement code for email notification and Dooray notification in the Trigger of Service Management
• Improved real-time collection of incoming inquiries to an external mail account

August 29, 2023

Feature Updates

• Enhanced overall search capabilities

August 08, 2023

Feature Updates

• Increased the length of text for field type 'Textarea'
• Improved alignment of the Agent Fields in the Ticket Management
• Updated the system such as Push and API to provide OC Mobile

July 25, 2023

Feature Updates

• Mini-screen at the top of the Ticket Management is applied according to the channel in use
• Moved the lower frame of the Ticket Management to the right and added order adjustment and fold functionality
• Added a function to change the order of the service list
• Changed the e-mail and phone number masking method on the inquiry of the Help Center

July 11, 2023

Feature Updates

• Changed the location and color of the Toast
• Displayed the service name at the ticket information transferred to Issue Management
• Added optional functionality to POST method for member authentication in Help Center
• Deleted the tooltips and new window icon at the ticket list

June 27, 2023

Feature Updates

• Added the search engine for Help Center's notice
• Improved 'Add group' pop-up UI in Agent menu
• Added attachment icons by extention

June 13, 2023

Feature Updates

• Images on the editor is not converted to attachment
• Improved UI in Ticket Management, Service Management and Help Center

May 31, 2023

Feature Updates

• Added migration status (Y/N) when extracting tickets
• When writing a guide, the maximum text length is limited to 30,000 bytes

May 05, 2023

Feature Updates

• Added reservation function of the announcement by minutes
• Modified the sorting criteria on the ticket detail screen
• Improved body-height of the knowledge management detail page

May 09, 2023

Changes on ticket management main screen

• Separation of ticket list/ticket information/ticket details and processing/ticket history, knowledge management area frame
• Individual settings for each frame(frame width adjustment/wide screen setting/expansion, folding setting, etc.)
• Mini display board that displays the overall inflow status and call status in real-time
• Quick search by My Status(Processing, Pending, Reservation Call, Transfer)
• Set important tickets and view them once
• Improved processing of tickets so that processing details show processing values together

Changes on ticket management menu

• Separation of personalized menus and menus for the entire service
• All tickets in group: Look up tickets by subgroup
• All transferred tickets: look up transferred tickets(issue transfer, Dooray! transfer)

Changes on call function

• Reception type of call tickets can be set automatically according to the IVR Route
• Call time displayed on call tickets
• Memo function added when transferring calls
• Notification added when scheduling a call(Reservation call)
• Improvement to enable setting whether tickets are created immediately when making outgoing calls
• Improvement to enable setting whether to switch status in batches after a call ends
• Service name where the phone ticket was created is displayed in the CTI pop-up

Changes on main dashboard

• Ticket status by individual/channel on the day of inquiry is added, and the status of tickets for the last 24 hours can be inquired by channel