Manager Portal
Live Queues
New page created. Allows for the management and configuration of live queues and users.
Live queues shows all available agents. Allows you to drag and drop users in and out of queues.
Filter queues by user. Allows you to filter the page by offline users or filter the queues by user.
Channel admin
New page created. Allows for the creation and management of interaction channels.
Filter page by type. Allows users to filter the page by interaction type.
Tabs. Access to channel configuration and scripting from the same screen.
Queue admin
New page created. Allows for the creation and management of interaction queues.
Agent assignment. Allows users to allocate agents to interaction queues and replaces the skills page.
Record History
Page upgrade. The Record History page has had a UI overhaul.
Contextual icons. Allows the jump to different pages within the product. (Lead edit, result code change)
Ticket History page. Linked icon take user to a timeline of interactions. Icons show various info including SLAs, result codes.
Result Codes
Associated Channel Types. Allows users to associate result codes with one or more channels - call, chat, email.
Close Interaction. Result code can be set to either close or keep the interaction open.
Advanced Tab. Advanced options for result codes moved to a separate tab.
Filter. Can filter the result code page to show channels or lists.
Reporting
New reports created;
Omni Agent Per Hour.
Omni Campaign & Agent Report
Omni Queue and Interaction Report
Omni Queue Per Hour Report
Omni Stats by Interaction Report
Dashboard
New stats added. Stats widgets now show Interaction stats which can be filtered by queue.
Filter widgets. Option to choose interaction type displayed easily with new drop down filters.
Web Agent
User Interface Change. New UI added in omni to incorporate additional features.
Go Ready. Option to select different queues as ready/not ready within a campaign.
Ticket History. Ability to view the ticket history of both agent and customers.
Multiple Interactions. Ability to view multiple interactions via tabs with SLA indication.
Scripts. Ability to use scripts for different interactions.
Branching. Ability to branch from current chat onto separate chat e.g. Solve one issue with customer create a new one based on further question.
Quick Responses. Ability to add quick responses to scripts for chat & email.
Repeat interactions. These will be routed to the previously spoken to advisor unless they are unavailable or working to current capacity.
Web Chat
Chat Application. Created to integrate with your website and communicate with the web chat interaction. Single line of code to be added with Javascript application installed on hosting environment to allow secure communication of web chats.
