Release Notes 3.9.2

Bram Borne

Modified on: Mon, 28 Jun, 2021 at 11:03 AM

The 3.9.2 update to the MaxContact system introduces 2 small new features to add to the growing list from this year so far. As well as a CSAT option for web chat, we have also added the ability for you to set the 'Agent Not Ready Time' for the system to adhere to.

New Features

[FR]*CSAT feature. Currently only offered for web chat channels, this feature allows you to ask customers to rate their experience out of 5 stars, at the end of a chat conversation with one of your agents. We have also included stats within dashboards/wallboards which displays the average CSAT rating per campaign, team or user. There is also a column on the record history page that shows the CSAT rating for each web chat interaction and you can filter search results by CSAT rating.

Please see this guide for further details.

*Agent Not Ready Time. There is now a configurable option to change the amount of time an agent has to wait before being able to go 'Not Ready' in Predictive and Progressive campaigns on the CTU page. This option can be switched on/off via the permissions page and the option will be viewable at the bottom of the campaign 'editing' tab.

The CTU Admin guide highlights this new feature.

Product Enhancements

Dashboard/Wallboard configurable grid. We have made some improvements to the dashboard grid alerting feature, users can now set different levels of alerts against the agents time in status more accurately.

Scripting. We have added a UI fix for the callback option from scripts. Some users reported if it was on any page other than the opening page, the user would be unable to select a time and dispose of the call.

Call transfers. When connecting two calls in Web Agent either via the Script, Complete Transfer Button, or Connect Calls button. Some users were having issues in the transfer being completed, this has now been resolved.

Record History. After some user reports, it was found that when clicking through entries in the Record History page, the WAV file would not correctly update when trying to play multiple recordings. This issue did not effect the recordings playback page and has been resolved in this update.

Record History. Previously there was an error when a user tried to change a result code, meaning the result code could not be changed. We have updated the performance of this feature and the issue has now been resolved.

Manager Portal/Admin

Campaign Manager. We have added some UI performance improvements to compliment recent additional features.

Manager Portal/Reporting

Customer Satisfaction Survey report. We have created a new Report for CSAT survey results.

Occupancy report. The occupancy report has had some minor UI improvements added to it.

Productive time calculation. The Productive time columns now include 'ringing', 'conferencing' & 'interacting time' as part of the calculation.

Manager Portal/Web Agent

Themes. We have improved how the different theme options present in Web Agent.

As well as the highlighted areas above, there have also been various 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 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;