New Features
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New
Notes in the Agent Console — The Agent Console now includes a Notes tab, right alongside Activity, so agents can read and add notes about a member without leaving the console. Notes stay tied to the member, so anything added during one interaction is there the next time that member calls.
Improvements
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Improved
A reminder when more verification is still required — When a validation rule calls for security questions in addition to a one-time passcode, agents used to be able to move on after the passcode alone. Now, once the passcode is verified, a confirmation appears reminding the agent how many questions still need to be asked before servicing the caller — and it must be acknowledged before continuing.
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Improved
Jump straight to a member from the high-risk call report — Member identifiers on the high-risk call report are now clickable and open that member's details directly, so you can go from a flagged call to the member in one step.
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Improved
Clearer context when reviewing a past interaction — When an agent opens a saved snapshot of an earlier interaction in the Agent Console, a banner now makes clear they're viewing a past result rather than a live one, and points them to the voice-verification details.
