July 2024 Releases
Early Access:
Give Agents Insight into the Buyer’s Journey Right from the Agent Desktop
Admins can now determine which customer events to show to agents in the Activity Feed on the Agent Desktop, in order to give agents more context about the customer’s history, including what actions they’ve already taken. Configure which events to display from Settings > Data Management > Events, as well as customize how each event displays and which properties to include.
Let Agents See Incoming Calls and Transfers While on a Active Call
Agents can now be notified of inbound and transfer calls, even while on an active call – giving them the option to stay on their current call or quickly wrap it in favor of a higher-priority incoming call. This can help reduce inbound abandonment rate.
Note: This setting may be desirable for some teams but not others, and can be configured in Settings > Task Routing Rules when creating an Inbound Call or Transfer routing rule. Reach out to your Customer Success Manager for Early Access.
Recent Releases:
Take Control of Task Order Using LIFO/FIFO Queues
Admins can now configure a queue as LIFO or FIFO directly from the Regal app. FIFO queues serve tasks on a first come, first serve basis, within a given task priority, and are best for inbound queues. LIFO queues serve tasks starting with the newest task first, and are best for simple outbound queues to “hot leads”, where there aren’t tasks of varying priority in the queue.
Note: For Progressive Dialer campaigns, LIFO queues automatically respect priority as well, but for other types of campaigns, reach out to support@regal.io to understand how LIFO interacts with priority to achieve your desired results.
Coming Soon:
Update Contact Node
Update contact attributes or trigger a custom event for a contact from a new Update Contact Node in Journeys.
Webhook Node in IVR
Use a Webhook POST to trigger custom actions in 3rd party platforms or custom events in Regal. Use static or dynamic variables from the IVR (e.g. Gather Input value) to populate values.
AI Trackers
Let REGAL AI capture more calls that satisfy the intent of your Conversation Intelligence trackers even if they don’t include your exact keywords.
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