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Tag: case history

What’s New in Dovetail Agent 20

August 13, 2018 We recently released Dovetail Agent version 20. Here’s a run-down of the highlights. Interactions Dovetail Agent now includes Interactions functionality. An Interaction is just that - a way to capture any type of interaction you may have with a customer. In call centers, it's common to capture every call as an interaction. A customer may call into the call center to check on the status of an order, or to inquire about a billing question, etc. Each of these can be captured as an interaction in the system. Create Interaction In many service centers, a case is overkill for tracking these simple inquiries. We want to capture that we've interacted with the customer, but we don't need all of the more complex workflow that goes along with a traditional support case.  But, in some instances, an interaction may…

More Case History enhancements in Dovetail Agent

February 17, 2015 Last spring I posted about some of the enhancements we’ve made to the case history in Dovetail Agent. Over the last few releases, we’ve also made more improvements that we think make it even better.  Images File attachments that are images are now shown inline. They’re constrained to a maximum size, to maintain readability. Clicking on an image opens it in a lightbox, and in a larger format when necessary. Example: Ordering In my previous post, I mentioned that we displayed the case history in reverse chronological order – with the newest entries at the top, similar to many current social apps (facebook, twitter, etc.). Based on customer feedback, we added an additional option here. Users can now choose the order – either chronological or reverse chronological. And the user’s preference is automatically remembered. This gives each user more control…