New Features
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New
Give each department its own set of verification questions — Verification questions can now be assigned to specific queues, so agents only see the questions that apply to their department. If your collections team asks a different set of questions than your contact center, set up a queue for each and choose which questions belong to it. Every question stays available to every queue by default, so nothing changes until you decide to narrow one down.
Improvements
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Improved
Remove someone from a queue without leaving the user list — Each queue shown next to a user on the Users page now has a remove option built in, so you can take someone off a queue right from the list instead of opening their profile. Adding people in bulk works the same as before, which makes moving a group of agents from one queue to another much quicker.
Bug Fixes
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Fixed
Incoming calls no longer depend on membership in the General queue to show up. Agents who belong to a custom queue such as Collections now see calls in the call queue as expected, in both the Agent Console and the classic validation screen.
