CX Sidekick Home Redesign & Caller History

Teams PowerPack - CX: Sidekick Home Redesign

We're excited to announce a significant update to our CX Sidekick app, introducing a fresh, intuitive redesign and a powerful new Caller History section. This enhancement provides your agents with immediate, contextual information to facilitate more personalized and efficient customer interactions.

What's New?

This update focuses on improving the agent experience within the CX Sidekick app by:

  • Fresh Redesign: The CX Sidekick app interface has undergone a comprehensive redesign, offering a cleaner, more intuitive layout that streamlines workflows and enhances usability for your agents.
Powerful Caller History Section: A new, dedicated Caller History section is now integrated into CX Sidekick. This feature provides agents with instant access to historical information from previous calls by a selected Caller, either from the main Call History or for the current incoming caller via the CX Sidekick Popup.

Understanding Caller History

The new Caller History section within CX Sidekick empowers your agents by displaying vital historical context for each caller.

  • Contextual Information: Agents can now visualize a chronological record of previous interactions with a specific caller. This includes details such as:
    • Date of previous calls
    • Agent who answered
    • Call duration

How Caller History Works

  1. From Call History Selection: When an agent selects a specific caller from their Call History within the CX Sidekick app, the new Caller History section will populate with all available historical information for that caller.
  2. CX Sidekick Popup for Current Caller: For incoming calls, the CX Sidekick Popup will now dynamically display the historical information of the current caller, providing agents with immediate context before or during the conversation.

Getting Started

The CX Sidekick Home Redesign and Caller History feature is immediately available for all agents utilizing the Sidekick app. We encourage your agents to explore the new layout and leverage the powerful caller history to enhance their daily interactions.

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