We've been working hard to bring a new build that contains some new features and fixes to the product. As part of our development road-map, the main focus for this update has been on reporting modifications, but as well as new features and new reports, we have made some performance enhancements and UI tweaks to improve the system further. This upgrade is scheduled to be installed on your system in the coming weeks.

New features for Web Agent;

Minimum Ring Time for Preview Calls. 

We have added a new option for minimum ring time on manual dial, preview and callback call types. This has been added to stop agents closing manual dial, preview and callback calls off early to comply with OFCOM's 15 second minimum ring time rule.

Auto focus for agents when in wrap and not ready.

We have added a new option to Skills tiles within Web Agent dashboards to trigger a chrome plugin notification forcing the browser to the front of the screen. This has been implemented as a result of client feedback as some users only go ready for calls when there is a call in queue as part of their process. This sometimes results in them not having Web Agent visible on screen at all times as they may be working on other things. Previously this would mean they may miss an alert. By adding an extension to chrome and enabling the new feature on the widget, the Web Agent browser window will automatically be brought forward with each alert. 

Additions to the reporting suite;

New Inbound Agent Report. 

Many customers dealing with high levels of inbound calls have asked for more detailed ways of monitoring individual agent performance. This report gives you information pertaining to each inbound skill queue, displaying call, success and productivity statistics for each agent within each skill queue. 

New Drop Rate report. 

This new report shows historical drop rates for previous days. We have created a single report to review drop calls on a campaign basis, day by day with an average over the time period.  The report also provides all the variables needed in the OFCOM drop call calculation.

For a full list of Updates and bug fixes plus further information on the above, click here.