• 5.19

Additional Considerations

Audio devices

Extensive testing with audio devices is not yet completed; however, normal wired and wireless headphones/earphones work with the app.

Calls

• If the Mobile app is accidentally closed during an active call, both parties on the call will stop hearing one another. If the agent starts the app again before the call is released from the remote side, the conversation will resume normally.

• When receiving phone calls, it is possible that a call may be established and then terminated entirely in the “dead mode” (i.e., the Mobile app was closed when the call arrived and was never invoked/activated after the call notification was accepted). In this case, the call will not be reflected in the app's Recents list.

• Phone calls that are missed while the mobile app is in the "dead mode" may not be reflected in the app's Recents list.

• Calls received by mobile users cannot be auto-answered (i.e., the Connect Call block's Auto-answer call in setting is disregarded by the app).

Campaigns

• Mobile agents cannot participate in preview campaigns. If they happen to have a corresponding skill and a preview record is distributed to them, they will be switched to the Not Ready - No Answer state with a corresponding error message.

• While it is technically possible to use mobile agents in predictive and/or progressive campaigns, such practice is not recommended, as:
  • This may negatively impact your connection time for live-answered calls and result in excessive abandonment rates due to the fact that it may take longer to answer calls and the Mobile application ignores auto-answer settings.
• The mobile app does not currently support manual call rescheduling.

Chat

• Mobile agents can handle webchat and SMS-initiated chat interactions; however, upgrading a chat session to VoIP audio and/or video is not currently not supported.

• If an interaction is terminated while the Mobile app is in the "dead mode" (i.e., when the app is closed by swiping it offscreen or selecting "Close All"), such an interaction will not be reflected in the app's Recents list.

• Chats received by mobile users cannot be auto-accepted (i.e., the Connect Chat block's Auto-answer in setting is disregarded by the app).

• Chats via messengers are not officially supported yet.

Email

• Mobile agents cannot handle email interactions. If they happen to have a corresponding skill and an email interaction is distributed to them via an email push queue, they will be switched to the Not Ready - No Answer state with a corresponding error message.

• Although users cannot currently send or receive email from the Mobile app, it is possible for them to view emails within cases created in Agent Desktop from the app. This may be accomplished by pressing on an email item in a contact’s activity history.

Profile configuration

• Currently, the user cannot edit their profile from the app, but they can view their profile by tapping on their name on the settings screen.

Supervision and screen recording

• The following supervisor controls will not take effect when applied to mobile agents:
  • Pull Screen
  • Video Monitoring

• Screen recording settings will not take effect when applied to mobile agents.