Feb. 2023 Release
Last updated
Last updated
cubu can now create an online video meeting using Microsoft Teams, in addition to previously supported Zoom.
Agents and customers can now book a Phone Call appointment.
A new automation action allows you to check in these appointments automatically just before the appointment time.
When calendars are configured to allow overbooking, in some extreme situations (high no-show rate + his overlap), appointments may start at the same time and are assigned the same ticket number. The new service configuration Ticket numbers per minute allow you to reserve multiple numbers for each minute of the day. If multiple appointments are booked for the same time, the system will attempt to use different ticket numbers.
Administrators can now prevent customers from self-booking specific service types using the portal.
To prevent self-booking, tick the Prevent self-booking by customers checkbox for the desired service type. The service type will not show on portals.
Reading and processing case records require specific roles and access permissions to the unit and inbox where the case is currently located.
Users in the Agent and Power Agent roles can access inboxes in their current unit if they belong to a group that was granted access to the inbox.
Users in the Agent role can perform various actions on the cases in the inbox (e.g., create a case, start processing, resolve, return to queue, assign themselves to the case, etc.).
Users in the Power Agent role can perform all the actions an Agent can perform and assign/unassign other users to cases, add or remove inbox columns, and change the position of cases in the queue.
Accessing calendar appointments requires specific roles and access permissions to the unit and service where the calendar was created.
A user can access a calendar if he is allocated to the calendar or belongs to a group that was granted access.
Users in the Agent role can read appointments in any calendar they can access and perform actions (book, check-in, and cancel appointments) only in the calendars they were allocated to.
Users in the Power Agent role can read appointments and perform actions on appointments in any calendar they can access.
Note that users in the Service Operator role can change calendar settings and working hours using the Service Management tool regardless of their service access permissions. However, when using the Calendar tool, they can only view a calendar if they have service access (or are allocated to the service).
Croatian translations available for agent tools
🐞 Choosing some locales (e.g., ar-IL, ru-AR) for the organization causes an error.
🐞 An error message to indicate too many failed attempts when entering the wrong OTP more than 3 times was missing.
🐞 Appointment overbooking was not working properly in some cases.
🐞 Inconsistent behavior of numeric text boxes on the service settings page.
In the Agent Console, the button “Done” was changed to “Resolve”
