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Comm100 Support > Release Notes > 2024
Release Update (Sept 2, 2024) | Agent Console and Integration Enhancements

This release update provides an overview of the new integration with Cisco Webex and enhancements made to the Comm100 Agent Console.

Webex Integration

Webex Contact Center is an omnichannel platform that provides tools for managing customer interactions across various channels such as voice, email, and chat. Integrating Comm100 with Webex allows you to seamlessly merge Comm100 functionalities with your existing Webex services.

After the integration, the Comm100 Agent Console can be opened as a sidebar app inside the Webex Contact Center, allowing agents to handle customer queries from Comm100 Live Chat and all Ticketing & Messaging channels without switching between apps, leading to increased operational efficiency and a unified user experience.
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Note: The Webex integration is disabled for all sites by default. You need to have the feature enabled before starting the integration process. To learn more about integrating Comm100 with Webex, see this article.

Agent Console Enhancements

Improvements are made to Comm100 Agent Console to enhance user experience and platform performance. Changes include the following:

  • Add an Actions column to the Visitors tab. The action buttons to manage the visitor (including Join, Accept, Monitor, Ban, Refuse, and more) are moved to this column.
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  • Add a Copy Chat Transcript button. Agents can copy and share the chat transcript quickly by clicking the button.
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  • Add a Refresh button to the Agents tab. Agents can click the button to see their peer agents' latest status.
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  • Change the default setting for New Visitors alert. For newly registered customers, the alert sound and alert popup for new visitors are disabled by default.
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    Note: The change applies to newly registered customers only. The default setting for existing customers remains the same. That is:
    • If you registered before September 2, 2024, the alert sound and popup for a new visitor are enabled by default.
    • If you registered after September 2, 2024, the alert sound and popup for a new visitor are disabled by default.

To learn more about how to customize your Agent Console preferences, see this article.