What's new

Articles

New:

• Tutorial: Setting up credit card processing (Edify Console)

Articles

Updated:

• Overview: Queue container in Queues (Edify Console)

• Overview: User Permissions container in Users (Edify Console)

• Overview: Interaction feed tab (Edify App)

• Overview: Journey container in Queues (Edify Console)

• Overview: Interaction journey tab (Edify App)

• Overview: Update Interaction workflow module (Edify Console)

Articles

Updated:

• Overview: Spaces container in Users (Edify Console)

• Overview: Phone Numbers (Edify Console)

• Overview: Locations (Edify Console)

• Overview: Team View (Edify Console)

• Add a location (Edify Console)

Courses

New:

• Quick look: Handling email interactions (eLearning) / Duration: 6 minutes

• Quick look: Handling web chat interactions (eLearning) / Durations: 6 minutes

New & updated articles

New:

• Enable or disable WebHID Headset setting in Profile (Edify App)

• Route a fax number (Edify Console)

• Overview: Numbers Template in Numbers (Edify Console)

• Datasource: Workflow Tracking (Edify App)

Updated:

• Overview: Faxing with Edify (Edify Console)

• Overview: Softphone workspace (Edify App)

• Configure your WebRTC (softphone) audio settings (Edify App)

• Overview: WebRTC Audio Container in Call Settings (Edify App)

New & updated articles

New:

• Overview: Subroutine workflows (Edify Console)

• Overview: Subroutine and Return workflow modules (Edify Console)

• Overview: Workflow categories (Edify Console)

• Overview: Channel settings in Chat (Edify App)

Updated:

• Overview: Status/Action Workflows container in Queues (Edify Console)

• Rename a column in a report (Edify App)

• Table: Outbound Call Data (Edify App)

• Table: Inbound Call Data (Edify App)

• Table: Workflows (Edify App)

New articles

• Overview: Edify best practices for PCI Compliance

New articles

• Overview: Authorized Caller IDs in Numbers

• Overview: Custom Extensions in Numbers

• Overview: Edify Template Workflows folder and workflow templates

New articles

• Overview: Edify IDs and product codes

• Overview: Edify best practices for agent devices and network requirements

New videos

• Analytics - Create a word cloud chart - Explainer video

New courses

• Embedded workflows (eLearning)

• Message workflows (eLearning)

New videos

• Transfer container in Queues - Explainer video
  
  

New courses

• Transfer container in Queues (eLearning)

New articles

• Create a bar chart (Edify App)

• Create a line chart (Edify App)

• Create a Sankey chart (Edify App)

• Create a pie chart (Edify App)

• Create a word cloud chart (Edify App)

• Create a big number chart (Edify App)

• Create a report to show interactions over time (Edify App)

• Create a report to show the number of interactions waiting in a queue (Edify App)

• Create a report to show the number of interactions in each queue (Edify App)

• Create a report to track workflow usage (Edify App)

• Create an outbound text from an interaction (Edify App)

• Overview: Quick actions menu in Chat (Edify App)

• Send a text from a web chat interaction (Edify App)

• Rules and best practices for outbound voice with Edify

New videos

• Create a pie chart (Edify App) - Explainer video

• Create a big number chart (Edify App) - Explainer video

• Video: Create a line chart (Edify App) - Explainer video

• Video: Create a Sankey chart (Edify App) - Explainer video

• New courses

• See all the latest courses on the Training page!

Updated articles

• Create a report to show users' status history (Edify App)

• Overview: Voicemail container in Users (Edify Console)

• Overview Queue container in Users (Edify Console)

• Overview: Embedded Workflows container in queues (Edify Console)

• Refresh a dashboard (Edify App)

• Overview: IP Endpoint Templates (Edify Console)

• Save a dashboard (Edify App)

• Add or remove emoji reactions in Chat (Edify App)

• Duplicate a dashboard (Edify App)

• View emoji reactions by user (Edify App)

• Overview: Exporting reports (Edify App)

• Favorite or unfavorite a channel in Chat (Edify App)

• Log in and out of Edify App

New articles

• Invite people to a Sync (Edify App)

• Invite people during a Sync (Edify App)

• Join a Sync as an Edify user (Edify App)

• Join a Sync as a guest

• Add default queue in Call Settings (Edify App)

Updated articles

• Create a workflow (Edify Console)

• Overview: Timed Workflows container in Queues (Edify Console)

• Overview: Voice container in Users (Edify Console)

• Overview: Interaction coaching tab (Edify App)

• Overview: Journey container in Queues (Edify Console)

New courses

• Building your organization's knowledge base (Edify Console)

• Quick look: Analytics

• Quick look: Chat

• Quick look: Coaching & Monitoring

• Quick look: Edify App

• Quick look: Interactions

• Quick look: Queue

• Quick look: Sync

• Quick look: Softphone