Release Notes | June 16, 2017


New Monitor Chats

  • Monitor Chat: New ability on chats for managers to view the agent screen and monitor how they are interacting with guests (similar to existing call live listen functionality).

New Reports

  • Goals List report: View goals set each month by company, team, and agent level.
  • Team List: View list of agents and which teams they fall under.
  • Lead Conversions report: Number of leads, conversion %, revenue, average booking for each agent split by color code sections for Won/Open/Lost Leads.
  • Chat Details report: Each individual chat based upon the durations of the ENTIRE chat regardless of how many agents had worked on it.
  • Agent Chat Details report: A breakdown of each chat that an agent handled - whether they were the primary or not- and the durations for that agent on the individual chat.
  • Agent Chat Summary report: A summary of the Agent Chat Details report that will show either Total Values (by default) or an Average of all chats for each agent.


  1. Fixed logic in coaching comments section of coaching session to return 3 previous sessions of comments instead of 3 earliest sessions.
  2. Added extra check on agent queues to always hold calls.

Property Management System

  1. Updated Owner Portal to only show reservations for owner's ownership dates.
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