3.11.0 comes with an enhanced After Contact Work (ACW) and various security updates and enhancements!

ACW – ACW boosts agents’ productivity by allowing them to fill out wrap-up codes and interaction notes during and after each call, chat, and agent task.

Admin ACW - admins can easily customise wrap-up codes to fit the specific needs of their contact centre, by assigning codes to different queues.

Admin App - We've made several improvements to the admin system, including refactoring and fixing bugs that have been identified.

Security Enhancements – as part of our ongoing service improvement, we have made additional security improvements.

If you would like to learn more about our new ACW feature, you can visit our help docs at https://help.cw-neon.com/help/category/neon-admin/after-contact-work/

We’ve now added some shortcuts to the NEON softphone that’ll give you quick access to these NEON pages. 🎉

When you click the shortcut, we’ll open a new full-screen tab to the desktop version of the page.

Note: You won’t be able to refresh or bookmark these opened shortcuts; you’ll need to open them from the softphone each time you want to view them.

If you have any feedback, please let us know what you think using the feedback option!

Task Banner: Fix a minor UI issue with tasks in the header.

Dialpad Button:  When the dial pad is small enough, a scrollbar will become visible, improving clarity.

Agent Workspace: Fix UI issues around the inspiration text/options on the empty agent workspace view.

In call control: Fix an issue where the call timer would reset back to 0 when putting the call on hold.

In Conference: Agents are now able to see the correct tooltip for the swap icon in a conference.

Creating Agent tasks in Softphone: Fix a minor UI issue with cut-off date/time fields in Softphone.

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.