1.1 NEONNOW

1.1.1 Flexible Workspace

If your administrator has configured the flexible workspace and added Task Modules to your contact centre, you'll see tabs in the agent workspace (desktop) or a new drawer at the bottom of tasks (softphone). The contents of these modules is dependent on what's been set up by your administrator, with the screenshot below an example.

On Softphone, the flexible workspace drawer (see below) can be pinned or minimised. Pinning the drawer means it will be open by default when switching between tasks or on new inbound/outbound interactions.

Flexible Workspace on desktop, with an additional "Q Assistant" module/tab.

Flexible Workspace on softphone, with multiple workspace modules/tabs.

1.1.2 General Improvements and Enhancements

Workspace Task List (Desktop)

We've improved the task list on desktop. We've made tasks smaller, reduced the spacing to fit more content and given task icons a background to make them visually clearer. Note. the functionality is exactly the same as before.

Desktop agent workspace task list

Task Previews (Softphone)

In 3.19, there are new task previews when hovering over tasks in the task list and more detail in the list of tasks in the overflow menu. This will make it easier to see information about tasks without needing to click and view it.

The overflow menu for tasks on softphone

More task information when hovering over tasks in the sidebar

User Management

We've re-worked user management in admin settings on NEONNOW. Delete confirmations modals are now consistent with other NEONNOW modals and we've fixed some visual bugs.

1.2 Admin

1.2.1 Task Modules (Flexible Workspace)

We've extended task modules in Admin to now include Task Modules, which are used to display content to agents during interactions, directly in the workspace (see Flexible Workspace above for agent-side).

Task modules display a URL of your choice in an iframe. See the help docs for more information.

You can find modules under your contact centre > Customise > Customisation > Modules.

Creating a new task module in Admin

1.2.2 Call Recording Controls

Call recording controls have been extended in Admin to provide additional granularity when customising what your agents can do and see. You can now set the controls to be pause only/stop only or continue to allow all controls. You can override the feature settings in your Amazon Connect contact flows using a contact attribute.

See the help docs for more information.

‍Call recording controls configuration in Admin

1.2.3 Operational Parameters

We've made a few quality-of-life changes to operational parameters:

• You can now request up to 10 parameters, up from 5
• The response payload has changed, that you use in your Amazon Connect contact flows when retrieving operational parameters. Please see the operational parameter help docs guide for more information

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