What’s new in Operator: 2025 Q1
TCN wrapped up 2024 with a highly productive quarter, delivering significant enhancements across our services. Discover what’s new in Operator for 2025 Q1: Key management tools have been migrated from P3 to Operator, providing greater efficiency and ease of use. Additionally, we’ve introduced new ways for agents to interact with Journey Collections and Integrations, further improving workflows and mitigating risks. While this isn’t an exhaustive list of this quarter’s updates, we’ve highlighted a few standout improvements we think you’ll appreciate.
- LMS Journey collections now leverage Primary Keys for improved data mapping and record lookup. This update ensures that values are uniquely identified, reducing errors and enhancing the accuracy of compliance-related data management.
- Expressions in LMS Reshape Actions now include ‘And’ options, enabling more sophisticated and granular logic.
- User preferences now include support for 9 languages. English, European Spanish, Mexican Spanish, Australian English, British English, Romanian, German, French, and Canadian French.
- Hunt Group settings and Agent Scripts have been moved to Operator, consolidating configuration options in one place for easier management.
- Agent Triggers now support advancing to custom pause statuses, offering greater flexibility in defining workflow transitions
- Agents can now use the Agent-Assisted Payment Portal to collect payments securely without accessing PCI-sensitive information.
- Agents can now search for records stored in Journey collections via Integration Links, enabling quick identification of customer information ad-hoc.
Intelligence, Reporting & Analytics
- Users can now select a specific Output Configuration for each insight displayed in the dashboard.
- The Text Manipulation Node has been added to BI to enhance data transformation capabilities.
- The Aggregate Node in BI now includes two powerful new features:
- Count Unique: count unique values within datasets
- Combine String: Concatenate text values for simplified data aggregation and reporting
- Omniboss SMS default opt-out keywords now include End, Quit, Revoke, and Opt Out, providing more comprehensive options.
- The Scrub List Node has been added to Flows, enabling the addition or removal of records in Consent Profiles.
- A new Integration Node in Flows allows users to look up customer information saved in Journey Collections.
- Flows now support both automatic and manual layouts, giving users greater control over how workflows are designed and visualized.
- Agents can now submit Leave requests directly through the Agent Portal, which managers can review and approve in the Manager Portal.
- The Workforce Optimization tool now features a filter for External Voice, broadening the scope of conversations available for review. External Voice refers to calls outside TCN.
View the TCN Feature Summary to get a more complete list of features.