Dear customer,
Some of you may be aware that we have been developing an OMNI channel to work along side the current dialler solution. In order not to disrupt the stability of your MaxContact Dialler solution we have been running two code branches;
- Dialler solution
- Dialler and OMNI Channel Module.
Following lots of testing for the dialler features within the OMNI channel code branch we are now discontinuing the dialler code branch, all new dialler installations have been going onto the OMNI release for many months. This means that we will be migrating all existing dialler only customers to the OMNI release over the coming weeks, don’t worry if you have no OMNI channel requirements the module will not be activated and the changes that you will see to the product will be listed below. If you have a different solution for OMNI channel or you are looking at offering your prospects or customers different ways of communicating with your contact centre such as email, web chat or SMS then get in touch with your Account Manager and they can discuss the option of adding the OMNI channel module to your system.
The main benefit for dialler only customers is that all of the new exciting features which are planned for 2021 will be built into the OMNI code branch so to ensure that you have access to these features to further enhance your dialler functionality you need to upgrade.
Areas with changes;
Manager Portal/Menus
Agent Portal/Web Agent
Manager Portal/Admin
Manager Portal/BI
Manager Portal/Data
Manager Portal/Menus
Menu/Admin
Previous. Options in red have either been moved, removed or renamed.
New. Options in green are in their new location.
Message Templating. Added a shortcut to 'Message Templating' under 'Scripting' where you can edit/add email & SMS templates.
Rename. We have renamed the 'Skills' page to 'Queue Admin' and 'Calling Times' page to 'Calling Time Plans'.
Removals. System activity and Ticker Admin have moved to The BI menu,
Menu/BI
Previous. Options in red have either been moved, removed or renamed.
New. Options in green are in their new location.
New additions. System activity and ticker admin have been added to this menu under 'Dashboard Admin'.
Menu/Data
Previous. Options in red have either been removed or renamed.
New. Options in green renamed.
Simple reordering of options here with the removal of 'Table Creation' which has moved to the Data menu.
Agent Portal/Web Agent
Some of the biggest changes you will notice, are in the web agent UI however all the functionality remains the same.
Previous view. Web agent on right hand side for logging into a campaign;
New view. The web agent will now display as a dialog box in the centre of their screen;
Logging into a campaign. Ensure your soft-phone extension/phone number is in the extension box and then select the campaign you are 'nailing up' to as per your current (previous) process.
You will be able to see all the campaigns you/agents are eligible to log into (assigned via the CTU page).
Toolbar. Once logged in you will see we have changed the toolbar layout and added more colour to give more visibility to an agents status.
Across the top of the window you will see 3 'areas';
1 - Status of the agent. Which status they are currently in. Depending on the status, the bar along the top will change to a corresponding colour.
2 - Time in status. How long the agent has been in that status for.
3 - Agent options. Options for the agent to make requests, log off etc.
Previously. Options looked like this;
New options. The agent options now appear like this;
User Icon/View your dashboards
This allows you to switch between the script and the dashboard whilst a call is ongoing.
User Icon/Status Change
Here, you can request a change in status. This no longer contains the 'Request Campaign Log Out' option (see User Icon options below).
Request Break - allows you to select a break to go on via a dialog box. For more information on breaks, go to this >>GUIDE<<.
Previous view. Agent selects a break from the right hand side web agent.
New view. Dialogue box appears in the centre of the screen with breaks to select.
User Icon/Options
Previous. Web Agent refreshed the page, Log Out would let you log out of the system.
New. Here, you can select from the following options;
NOTE - Your Username will replace 'Max Support'.
Change Password - Clicking here will open the password change screen;
NOTE - Password requirements may be different from shown, dependant on rules set by your admin.
Please see this >>GUIDE<< for information on the password policy.
Manager Portal/Admin
Admin/CTU Admin
Previous version. A schedules tab was available at the top of campaigns.
New version. The schedules tab has been removed and added as a drop down at the bottom of the Editing tab.
The schedules can now be configured in the Plans page of the product and selected via the dropdown on a campaign. See this >>GUIDE<< on the Plans section.
Admin/List Admin
The tabs have changed on this page;
Previous. The schedules tab has been removed and a dropdown has been added to the plans tab to select your schedule in the same way the campaign schedule works.
New. A scripting tab has been added.
Previous. Scripting visible at the bottom of the editing tab.
New. Scripting has its own tab.
Admin/Result Codes
Here, we have moved the 'Advanced options' from the bottom of the screen, onto a separate tab.
Previous. Recall options and 'Advanced Options' appear at the bottom of the page.
New. The Recall options and 'Advanced Options' now appear on their own tab.
Revenue collection. We have also added a new feature, revenue option on success result codes. Statistics and reporting options have also been added to the system allowing you to track revenue collected on calls.
For more on revenue collection, see this >>GUIDE<<.
See this >>GUIDE<< for more details on result codes in general.
Admin/Plans
The plans page has changed in appearance in that the icons have been updated.
Old. Basic black icons and the page does not include schedules.
New. Updated icons and schedules option added.
Schedules. These are now configured separately via the Plans page. Here you can configure as many schedules as required which can then be added to campaigns and lists via drop-downs on their respective pages.
Note - As part of the migration schedules for lists and campaigns will be created as plans and assigned automatically.
This >>GUIDE<< will give you more information about the Plans section including schedules.
Admin/Queue Admin
Rename. The Skills pages has been renamed as Queue Admin but the functionality remains the same.
Filters. The only change here is the way the filters present themselves. Now, you will see a filter icon rather than the filters always being visible. Clicking this give you filter options in a dropdown.
Old. Filters along the top of the page.
New. Filters condensed to green filter icon in the top left.
For more on the Queue Admin page, see this >>GUIDE<<.
Admin/Script Manager
A revenue dispose button has been added to the script editor;
Revenue button. This allows you to capture revenue on a result code via a script.
For more on the Script Manager, see this >>GUIDE<<.
Admin/Table Creator
You now have the ability to edit field names in your data tables (secondary/script mappings);
Old. No option to edit the names of Fields.
New edit button. Clicking the blue button will allow you to change the name of the field (previously you could only change the 'type' option and default value).
For more on the table Creator, see this >>GUIDE<<.
Manager Portal/BI
Dashboard Designer & Wallboard Manager/New Widgets
Inbound Queue Grid. Displays your queues and allows you to specify which queue specific stats you have in the table the same way you can on a 'Configurable Grid'.
Revenue Stat Tile. Displays revenue total in your currency.
For more on dashboards, see the following >>GUIDE<<.
Manager Portal/Data
Record History/Redesign
This page has seen a slight redesign, the table display is slightly differently and new icons have been added;
Previous design. Condensed to fit information on the right (doesn't display when nothing selected). Type column described the type of call in text.
New Design. Full screen utilised with an icon for more information in the furthest righthand column. Type column condensed to show icons instead of text. Start and end time columns added for each call (As per the Recordings Playback page).
Icons/Info and edit
These icons have the same functionality as the previous version.
New edit lead icon.
New edit result code icon.
New Icon;
Information Icon. All the information pertaining to each call has now moved to the icon on the far right of the page. Clicking the icon will open a dialog box with the following tabs available;
Lead - Shows the lead attempt information;
Interaction - shows the call recording to play.
Import - Shows details of the import (if applicable)
DNC - Lets you add the number/see the DNC list the lead is on.
Callback - Lets you view any pending callbacks on the lead.
Icons/Type Column;
Inbound call.
Predictive Call.
Progressive call.
Preview call.
Callback.
Manual call.
IVR call.
Address Book
For more on the Record History page, see this >>GUIDE<<.
New Features added with this upgrade
As part of the OMNI branch migration we have been able to include some new features as part of the development process. These features will be included with your update as standard;
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<<
Inbound Call Outcome by Interval report. This new report displays figures for each outcome within each queue in 15 minute intervals
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<<
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.
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.
Add 'zip tone/whisper' for virtual queue calls. When a call is routed to the agent via a Virtual Queue call, the tone/whisper played 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.
Add CLI to Text To Speech. Caller ID can now be used in Text-2-Speech elements on IVRs. By adding the fill-point {{call.callerid}} to the text to speech element, the system will read back the customers number as part of the message. E.g. 'Thank you for calling. The number you called on is {{call.callerid}}, this is the number we will call you back on.'
Dashboards & Wallboards - CTU Widget Resizing. The CTU Widget can now be resized and displayed in a grid format, rather than just a list.
New statistic added to Stats Widget and Configurable Grids. 'Managing Callback Time' & 'Managing Callback Time %' have been added to dashboard Live Stats and Configurable Grids for Campaigns, Teams & Users.
Record history recording download option. A button to download call recordings has been added to the record history dialog box (can be removed via permissions where required).
