The 3.9.1 update to the MaxContact system brings an exciting new way to engage with your customers, SMS. This allows you to keep in touch with customers via their mobile phones, adding another avenue of communication to the growing MaxContact suite.
Alongside SMS, this release sees us add 2 more new features; 'Pre webchat questions' and 'Automatic inactive settings'. As well as this, we have added some performance and UI improvements to other areas of the product.
New Features
* Two way SMS omnichannel. Working in a similar way to Chat in MaxContact, SMS interactions allow your agents to communicate via text message to your customers. The main differences are that SMS interactions have a maximum character length of 240 characters and they are handled via SMS directly to a customers phone rather than via a webpage widget.
Please see this guide for further information.
*Pre Chat questions. The purpose of the Web Chat DPA is to allow more effective use of your agents time by getting a customer to fill out up to 15 predefined questions, before a web chat is created.
Answers for each question can have different data types, e.g text, date, multiple-choice dropdown etc. These questions could be the most frequently asked questions (e.g “What is your account number?”) that could normally take a few minutes each for the agent. With the customer filling out a form before a session is created, this will free up a lot of the agent’s time as the answers to the Pre Chat Questions will be automatically displayed to them in the chat.
This handy guide shows how this is set up on your system.
[FR]*Automatic inactive settings. Via the Settings page, you now have the option to make Users, Teams and Campaigns automatically inactive after a set period of days.
Information for this can be found via the following guide.
Manager Portal/Admin
Queue Admin. We have improved how filtering by teams in Queue Editor works after some users reported inconsistent behaviour on the page.
Queue Admin. A filter option has been added to the Queue Admin page to allow you to filter queues by interaction type.
Scripting. Performance improvements have been added to scripts.
Manage Campaign screen. A console error would display when dragging a campaign into view. This had no impact on performance and this issue has now been resolved.
Manage Campaign screen and CTU page. Few customers reported an issue where the UI would display incorrectly when ticking the 'Undroppable' option on a predictive campaign. This would happen intermittently on either page. The issue has now been resolved.
Schedules. When modifying a schedule on a plan, this was not reflected on Manage Campaigns. Any changes will now correctly reflect on the manage campaign page.
Manager Portal/Web Agent
MaxContact softphone. We have added performance improvements to the 'nail up' process using this feature and we have also improved the way we handle calls from an email/chat/SMS interaction using this process.
Hot key transfers. Some users experienced an issue when trying to end a call after a transfer. This has been investigated and the issue has been found and resolved.
Interaction campaign login. Previously, users must have answered their softphone as part of the 'nail up' process, when logging into an interaction campaign, regardless of whether they were going to 'go ready' on a call queue or not. Users can now log into an interaction campaign without the need to answer the softphone 'nail up' call.
Note - If you are using the MaxContact softphone, this will currently answer automatically.
Disposing calls on touch screen devices. We have added 'tick buttons' to all result codes for users who use the web agent on touch screen devices, negating the need to 'double click' an outcome. These display in the same way as a callback or revenue result code, and will be visible for all users. Desktop/Laptop users can still double click to disposition.
Inline images on email. Some users reported issues displaying images within emails, this has been improved and all images should now display correctly.
Email attachments. Attachments were not being included when an email was being forwarded to address book or 3rd party emails. This issue has now been resolved.
Manager Portal/Reporting
Occupancy & Occupancy agent detail reports. We have added new column headers displaying times for 'Ringing', 'Interacting' and 'Conferencing' to these reports.
Supplier summary report. We have added improvements and fixes to the following columns; 'Penetration Rate', 'Imported', 'Calls' and 'Successes'.
[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;
