The development of our Omnichannel platform is continuing apace and because of this, clients will be receiving the next free update to the system in the coming weeks.  With this comes some new features and changes to existing areas.

New Features & Options

*Web Chat/Email Transcript Requests. Via the chat application, your web-chat and email customers can now request a transcript of the conversation, this can be enabled via the Channel Admin page.  >>GUIDE<<

[FR] *Revenue option added. Revenue collection, stats and reports have been added to the system. For customers who take payments, an agent might make a sale that’s worth £50 to the company on a call. They’d be able to enter '50' in the revenue field (on a success result code) and save that against the call history. Reports could then be run to see how much revenue is being generated by agents. 'Revenue' can be recorded in conjunction with our Agent Safe Pay feature, your own payment process or via our automated payment IVR and the revenue figures can be displayed in dashboard/wallboard stat tiles and grids.  >>GUIDE<<

[FR] *IVR Branch/Compare options. Coming from customer suggestions, 'Lead' and 'Lead phone attempts' have been added as options which can be used in an IVR on elements such as compare, branch, and TTS. Some clients like to route their inbound calls to different departments based on attempts and this feature will allow that to happen.

[FR] *Public callback via script. The ability to create a public call back on a script without the need to tick the box has been added. In scripting there was previously an option to force any callbacks set to be private or give the agent the option to choose private/public. There is now an additional option to force the callback to be public on a script allowing you more control of agents callbacks.

[FR] *Add zip tone for virtual queue calls. When a call is routed to the agent via a Virtual Queue call, the tone played (whisper) in the agents ear, can now be different from other types of calls routed. This will allow the agent to be notified that the call has been in a queue so they can address the customer appropriately.

Manager Portal/Admin 

[FR] Change to 'automatic searches/Filters'. Pages such as Playback, Record History & List Manager history will no longer auto search on page load. This is because users were having to wait for the query to complete before being able to search themselves.

Do Not Call List page. The DNC list page is now ordered by descending imports.

Import Lead history. This page now has a check box for including or excluding API imports.

Search and Filter (various pages). When creating a new campaign, team, user, queue, list etc. the new entities were not appearing in the advanced search. We have improved the search and filter function to rectify this.

Toast error message when cloning Teams, Lists etc. Some users were reporting an incorrect error message on certain pages, this has now been removed.

Transferring ticket UI issue. Some users noticed a delay in the status of some agents after transferring an interaction. This has had UI improvements applied to remove the issue.

Schedules on Interaction Campaigns. We have rectified a UI issue where the icon was missing for Interaction Campaign schedules.

Script editor. We have added some UI and integration improvements to the scripting process.

IVR Editor - TTS. Previously, if a user put an odd number of open and closing {{}} in the TTS editor in IVRs, it would sometimes cause the IVR to fail. We have added improvements so this issue wont happen again after this update.

Filter data to tag groups did not work in CTU. Some users reported tags not working correctly on the CTU page. This has now been solved.

Skills groups and inactive users. When making a user inactive via the CTU page, if they are part of a skill group, users would not know. We now alert you to this fact so you can change your skills accordingly.

Settings Page. UI improvements for the settings pages have been added.

Emails. Images in email interactions are now converted into attachments to improve performance issues.

Manager Portal/BI

Dashboards. We have added several improvements to the UI of dashboards.

Dashboard result code format quirk. We have added improvements to the result code widget for dashboards as some users reported some inconsistencies under certain circumstances.

Manager Portal/Data

API Mapping - Deduplication. We have added some improvements to the compatibility and functions of the API import mapping process.

Manager Portal/Quality

Widget Missing Title on the Coaching Page. UI improvements have been added to the coaching page to remedy this.

Fix for Coaching page filter by team. Some users reported an issue when filtering the page by team, this has been addressed and will not be present going forward.

Manager Portal/Reporting

Custom report column ordering. We have added some improvements to the custom report builder as some users reported the columns were showing in a different order when receiving the reports.

[FR] Original List ID - Custom Reports. Original list ID has now been included in custom report builder.

 [FR] - This new feature/change has been added as a direct result of a customer feature request(s).

* New additions are currently in the Beta phase of production. You may see the following icon for areas containing these features and changes within the product;