Release 5.4 highlights – in plain language
Read on for a quick, non-technical overview of the most important improvements included in Release 5.4.
Selected updates from our latest release
We continue to strengthen both the agent and supervisor experience with new, practical features that make it easier to collaborate, provide support, and ensure consistent processes in the contact center. Below are some of the key updates in Release 5.4.
Create calendar events on behalf of a colleague
Our calendar integration now does more than just display calendars. Agents can create meetings directly in colleagues’ calendars – using their own identity and with full respect for the colleague’s availability.
Permissions are centrally managed, ensuring that only authorized users can create meetings and that only approved colleagues can have meetings added on their behalf.
Standardized meeting templates ensure consistent invitations and reduce errors across the organization. This provides a smoother and more secure way to manage meeting bookings for others.
The functionality can also be used to register absences on behalf of colleagues – for example, if an employee is sick and does not have access to their PC.
Improved overview of agents and supervisors
Supervisors are now displayed together at the top of the agent list, allowing agents to quickly find help from experienced colleagues during calls.
A new filter also allows agents to hide supervisors from the list if they want to focus only on other agents.
The system remembers each agent’s personal preferences, ensuring an individualized view without affecting others.
This functionality is a precursor to the next release, where we will introduce an “assistance” feature that makes it easy for agents to request help from, for example, a supervisor during a call.
Updated Supervisor Workspace
The Supervisor Workspace now includes several new capabilities for both real-time support and queue configuration. More improvements are on the way, but here’s what’s included in this release:
– New “Team Update” system
Supervisors can now display important or time-critical messages as a banner on selected queues. Messages appear instantly and cannot be missed, ensuring agents are always informed about urgent information — such as operational updates or other critical notifications
– Direct CRM/URL access for supervisors
During live calls, supervisors can now open the same customer records as agents using a CRM/URL lookup button. This allows supervisors to provide assistance quickly — without the need to manually share sensitive information
– Supervisor control of wrap-up (reason) codes
Supervisors can now enable or disable wrap-up (reason) codes for their queues, defining when agents are required to use them after a call.
Agents only see the reason codes that are active for their queue, helping them accurately and consistently capture the purpose of each interaction.
Want to see the full release notes?
If you’d like all the details, you can find a complete overview of all releases here:
https://zylinc.zendesk.com/hc/da-dk/categories/8826110796060-Release-Notes
