• The agent can pick a search key from a drop down
• Combine multiple search keys to narrow down the search
• The administrator can add tailored search keys in ACE Admin for the agent to use
• Search can be performed using up to three contact data keys.

  

• New web tool for the coach and team leader
• Administration of users
• Supports Microsoft Edge and Google Chrome

Features in ACE Coach includes user administration with common tasks such as:

• Overview of User accounts - sort buy different user attributes
• Wizard for easy creation of users
• View of Queues and Waiting lists an agent will serve
• Set Access roles and Access areas
• Lock and unlock User accounts
• Manage user attributes e.g. Queues, Wrapup factor and any phone access
• Chat capacity - Set number of parallel chats

• Easier to expand the capacity of ACE ClusterWare in runtime with no interruptions
• Easier monitoring of ACE ClusterWare runtime status
• Monitor the number of connections from each company to ACE ClusterWare to make support easier

New button design and user interface improvements.

Display of estimated queue time – shown in minutes, hours or days depending on value.

To use the new functionality in Telia ACE 16.0 you need latest version of each respective sub product.

The following versions of ACE clients are compatible with ACE 16.0:

• ACE Admin from version 13.0
• CallGuide Agent / ACE Agent from version 9.0
• CallGuide Pulse / ACE Pulse from version 9.0
• CallGuide Report / ACE Report from version 11.0
• CallGuide Edge Agent / ACE Interact from version 10.0
• CallGuide Edge Pulse / ACE Monitor from version 11.0

Functionality and limitations in Telia ACE open interfaces is described in Release Notes Open Interfaces and the Interface specification document for each interface.

Dependencies and version support is described in:

• Overall release notes for Telia ACE 16.0.
• Release notes for the various sub products.
• Site Environment Requirements documents.