As part of our continual improvement strategy, we have finalised the latest release to the MaxContact solution. This update includes new additions to the product alongside some bug fixes and UI improvements. The below details the release and provides some links to guides for the new additions within the product.
Manager Portal/Admin
*Content Filtering. This feature allows you to upload a list of words, via its own page in ADMIN, that even if an agent types in an email or web chat, it is then starred out. There are statistics within the product to view regarding numbers of filtered words and on the Record History page, you can unhide the word(s) the agent was trying to send to the customer. >>GUIDE<<
[FR] *Bulk DNC removal. We have added a new option to remove DNC numbers in bulk. Previously, users would have to remove numbers one at a time which was time consuming. >>GUIDE<<
[FR] Skills/Queues Wording. We have now standardised all mention of skills to read as Queues.
Minor UI Improvements in Manager Portal. We have made several UI improvements to various areas of the Manager Portal including, but not limited to, Manage Campaigns, CTU Admin, QA, Evaluations, Coaching, DNC List and Import History.
[FR] TTS element 'currency read out'. This element on your IVRs will now read out a value in pounds & pence as a decimal figure from the capture digits element. e.g. A customer entering 1234 will hear the figure read back as £12.34
[FR] Full Names on signatures. Email templating can now use Agent First Name and Agent Full Name in the template where required.
Performance Improvements on parameter loading. Pages such as Record history and Import History will not allow you to make another selection until the previous parameters have loaded. This has been added to improve the performance of these pages.
Manage Campaigns screen scrolling and display of campaigns. Previously, users could see only 3 campaigns before having to scroll the screen. Thais has been improved to allow display of more campaigns at once.
Channel Admin. The transcript email input box has had a validation rule added so users can no longer leave it blank.
Email template improvements. Improvements to the email templates have been added, including resolving some alignment issues and how 'out of hours' email templates perform.
File Upload Restrictions. Security features around the uploading of file types to areas such as Emails and IVRs have been improved.
Max Queue Time statistic. We have improved the way this figure is calculated and standardised it across the product.
Force ready. Previously, a user selecting 'go ready' on one queue would go ready on all queues if Force Ready was on. Now, a user previously ready on one queue will be forced ready on that queue only, until logout.
Queue Admin. We have added some validation rules on this page so that users are now unable to de-activate a queue if it is associated to a channel and are also unable to deactivate a channel if it has a queue associated to it.
IVR. The payment portal through IVRs has been upgraded to allow integration with Sage Pay so all returned Sage Pay API values can be read.
Manager Portal/Data
[FR] Record History - Identity Tooltip. A tooltip has been added to the Identity field on the Record History Page.
Lead Search an Edit. This page will now give you a notification when deleting leads to confirm the deletion has occurred.
Record Eligibility performance improvements. We have added several performance improvements to this page for loading searches.
Manager Portal/BI
Dashboard improvements. The calculation of abandons has been improved throughout the product and in turn, we have improved the accuracy of dashboard widgets displaying these figures.
Inbound Queue widget. Some users reported an issue where the Queue widget would sometimes reset to 0 for a short period under certain circumstances. This widget has had performance issues added to it.
New Statistics added. We have added new statistics to the dashboards for 'over SLA' and 'under SLA' on interaction data.
Manager Portal/Reporting
*New 'Omni Channel by Interval' report. A new report that shows stats for channels in 15 minute intervals. Here you can see information on Offered, Answered, Abandoned, figures for SLAs and more.
*New 'Inbound Call Outcome by Interval' report. This new report displays figures for each outcome within each queue in 15 minute intervals.
General report improvements. Various improvements have been added to the way columns are calculated on multiple reports. We have also updated some descriptions to reflect these changes.
Report scheduler improvements. Some users reported issues with the scheduling of certain reports. These issues have been resolved in this update.
Break report. The 'User Disconnect' break has been added to the report when required as previously this was not displaying a time at all.
Outcome by Interval Report renamed. Outcome By Interval Report renamed to Inbound Outcome By Interval.
Supplier Summary report. We have improved the grouping on API imports on supplier summary. The report now groups by list and mapping name instead of the file name.
Omnichannel Overview report. This report has been renamed to Omni Channel Daily.
The statistics Successes, Answered In SLA, and Total Abandoned Time have been added to this report.
We have also renamed the following Statistics for consistency throughout the reporting suite;
'Total Interaction' has been renamed to 'Offered', 'Live Interaction' has been renamed to 'Answered'.
Update CRC Report to show 0s instead of blanks. CRC report now shows 0 instead of blanks when the result code has not been used.
Manager Portal/WebAgent
[FR] Resize email screen. The input box for email can now be re-sized vertically.
[FR] Web Agent address book search. We have added a search option in the address book drop down within the web agent to aid customers with large numbers of Hot Key transfer options.
Closing WebChat issue. Some users experienced an issue when closing a webchat which would result in the 'chat section' of web agent becoming blank, effectively hiding the previous chat conversation. We have improved the performance of this action to remedy this issue.
Email attachments. We have added further file types to those possible to upload to emails.
UI improvements. Scripts will now correctly display the type of interaction a user is on.
Manager Portal/WebChat
Chat transcript. We have removed the offer of a chat transcript when a customer is unable to connect to an agent.
As well as the above there have also been various, general quality-of-life improvements and software stability fixes added to the product.
[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;
