📦Jun. 2024 Release

Release date: Jun. 24, 2024

What's New

Kiosk Accessibility Improvements

The kiosk now supports IVR (Interactive Voice Response) mode for selected flows.

In IVR mode, the kiosk reads out the options on the screen using text-to-speech and allows customers to operate the kiosk using a physical numeric keypad.

Kiosk in IVR mode

For detailed information, see:

• Kiosk Accessibility

• How To: Configure Accessible Kiosk with IVR

Using the Customer's Contact Information

The contact email and phone number associated with the case are used to communicate with the customer via SMS and email regarding the case or appointment. Previously, when creating a case or booking an appointment for a customer, the customer's contact information was typically copied into the case record. However, if the customer's contact information changed, it would not update existing cases, which continued to use the previous contact information. In this release, agents can choose to use the customer's contact information, ensuring the case stays in sync with the customer data. If the customer's contact information changes, the case contact information will also be updated.

Agents can still enter different contact information for the specific case record; changes to the customer record will not affect these contact details.

Using the Customer's Contact Information

Updating Contact Information

The agent console now allows the agent to update the case's contact information.

Case Tab / Contact Information

Click on the Edit Contact Info button to open the Contact Information dialog:

Contact Information dialog

Theme Improvements

Theme Preview

Theme preview has been fixed to show a better representation of color usage in Kiosks, Portals, Tickets, and Digital Signs.

Use the

Theme Colors and Preview

Creating High-contrast Themes

The new "Use high-contrast colors" checkbox allows the user to create a new theme using the default high-contrast color palette.

New Theme dialog

Search Case by Case ID

The Case Browser now allows searching a case record using its Case ID.

Note: If you don't see the Case ID filter, add it using the Search Criteria settings dialog.

Case Browser

Showing Extended Appointment Details in Calendar Pop-over

Clicking on an appointment in the calendar shows a detailed view of the appointment, including contact information, tags, and fields.

Appointment Pop-over

Agent Impersonation S2S API

The Agents Impersonation API enables third-party server applications to act on behalf of agents, which can benefit organizations that want to integrate Cubu's functionality into their applications.

This way, agents won't have to switch to Cubu each time they contact a new customer, making their job more efficient and streamlined.

The API enables agents to perform essential tasks, such as selecting a unit and workstation, calling the next case, resolving a case, etc.

For details, see:

https://docs.cubu.com/guides/v/technical-guide/extension-and-integration/server-to-server-s2s-api/agent-impersonation-apidocs.cubu.com