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Schedule Engine July 2022 Release Notes

June 30, 2022

In a quest to further simplify the lives of contractors and exceed their customer's expectations, we are happy to share the latest updates we have made to the Schedule Engine platform.

In July, Schedule Engine updated several areas within our Live Services tools to ensure easier communication, updated workflows, and overall experience improvements.

  • Easier to Read Agent Notes: Notes for our Live Services calls and chats have been optimized and restructured to make them easier to read.

  • Improved Interaction Emails: Our call and chat interaction emails have been overhauled to include appointment information for easier cross-referencing, match the new note structure, and include more important and unique subject lines.

  • Improved Inquiry & Resolutions: Our inquiry & resolutions have been redone to provide more useful and accurate information about an interaction.

  • Customizable On-Hold Workflows: Schedule Engine clients will now be able to customize the on-hold experience for their customers while they are waiting to connect to an agent. Clients will be able to add custom messaging and music, as well as turn on and off estimated wait time and call back options to ensure the best experience for their customers.

  • More Flexible Escalation Plans: Clients using our escalation services will now be able to disable the default contact feature. This allows clients to quickly disable escalations if no technicians are available to take the call on a particular day.

  • Introducing Actions: Two new options have been introduced to allow streamlined communications between agents and clients when it matters most. Agents will now be able to select "Urgent" and/or "Follow Up Requested" on any interaction that requires extra attention.

In addition to enhancing our Live Services in July, we've released new improvements in efforts to continuously increase call stability and quality. Plus our team is always adding new articles and updates to the Help Center to answer questions and optimize your Schedule Engine experience. Check out what's new at support.scheduleengine.com.

At Schedule Engine, we are constantly striving to deliver enhanced solutions for our clients. If you have any feedback on how we can better enhance our products and services to suit your experience, please share them with us.

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