Sign out: the option to sign out is now disabled when there are active tasks. Previously, signing out with active tasks would not actually sign you out. We always recommend you sign out of NEON at the end of the day.
Dialpad: you can now immediately type a number when the dialpad is opened without having to click in the phone number field.
Admin, Outcomes: Removed the ability to filter outcomes on their unique ID
Session expiry: You can no longer cancel the page reload when signing out during the session expiry.
Wallboard: Agent stats should now always match Amazon Connect.
Agent stats: Long queue names will now be correctly displayed.
The softphone is a whole new way to use NEON! It's a smaller, optimised version of NEON that is suited to displaying at smaller sizes.
NEON will automatically switch to the softphone view at sizes of 800px or less.
You can always view the full NEON experience by viewing NEON on a screen or size that’s greater than 800px. Most agents will not see the softphone view.
Softphone Features
Most features on the desktop view of NEON are available in the softphone. However, there are currently a few things you won’t be able to view. Here’s a high-level list of what you and can’t do:
✅ Tasks: Chat, Calls (including conferences) & Agent Tasks
✅ Transfers: Transfer to queues, agents & external numbers
✅ Attached Data: Extra information in tasks
✅ ACW: After contact work
✅ Interaction History: Agent records of previous interactions
✅ Agent Stats: Real-time stats for agent queues
✅ Directory: Personal/company contacts & dialpad
❌ Customer Profiles
❌ Dashboards (shortcut to the desktop feature coming in a future release)
❌ Wallboard (shortcut to the desktop feature coming in a future release)
If you want to learn more, visit the softphone help docs.
Agent Stats is a new feature to make it really easy for you to check information about your queues! It provides real-time visibility of contacts.
For each queue, you can see the number of contacts, the longest waiting, and agents available/ agents online.
You can now choose the position the popup appears! Simply open your preferences panel and click the one you prefer. You can choose from the top right or bottom right.
Welcome to the latest collection of CloudWave NEON changes! We've received plenty of feedback on the new Agent Workspace and have been hard at work making some changes that should make NEON bigger and better than ever.
So what are some of the key changes?
Less clicks
We've brought actions out of menus, such as call controls and dialpad actions. It'll now take less time to perform common tasks. We've added keyboard shortcuts for most workspace actions. See the help documentation for a list of all available shortcuts.
Incoming Tasks & Task List
You'll no longer find incoming tasks in the task list. You'll now get a handy popup in the bottom right (or top right depending on preferences) on any page. We've improved the task list. Your currently selected task will always be at the top and the filters have moved to a new filter button.
Workspace Layout
This is a "big" one! On small screens the workspace will now automatically switch to a two column layout. You can also set the default layout to two columns on larger screens, in the preferences panel and will be prompted to set a default on first load.
Next Status
Queue a next status when you're busy. Simply select a status when in an active task .
Improvements & Simplification Of The Dial pad
Actions have been simplified and using the keys in a call will send dial tones. Dialpad has been split from the directory when transferring. You'll also get a dialling tone when connecting to another number.
Sign Out
The sign out button has moved! It's now available in your user menu when clicking your avatar circle in the header.
Alphabetical Lists
Queues and agents are now in A-Z order in the queue transfer and wallboard drop down menus.
Away Timer
You'll now see how long you've been away for.
These changes will be reflected in the help documentation shortly. If you've got any questions or problems, get in touch.
We've fixed metrics/statistics on the dashboards page. Daily data will now correctly reset at midnight in your timezone, not midnight UTC.
It might take a few days for your data to normalise and historical data will not change.
You can now add duplicate contacts.
You can search contacts on phone number.
Search results now highlight the matches within the fields in the table.
When adding a new contact:
New font, new colours and new icons! More to come soon.
We've improved the consistency of input fields, dropdown and modal windows.