The MaxContact system has recently undergone a development cycle where we have improved the functionality of the dialler. Shortly, version 2.18.9 will be released to all customers for upgrading. With this come a series of improvements to certain areas and some new features that have been developed.
This article highlights the main additions and changes;
Undroppable blended progressive algorithm
If you run a heavy blended environment, you will have issues with drop calls. We have developed a new algorithm that takes drop calls to close to 0% daily, even in a blended environment. Allowing you to maintain productivity while remaining complaint. Further to this we are already working on our Predictive undroppable algorithm which will be coming soon.
Auto change Predictive to Progressive dialling.
Clients were struggling with drop calls at break times as agents log off or with reduced shifts, we have added a feature to set the number of agents where the dialler will automatically change to progressive dialling and when the agents log back in change back to predictive.
PCI-DSS Agent SafePay
If you want to take your call centre out of scope for PCI-DSS compliance, we now offer payment methods not only through our IVR, but through the agent application as well. The card details are collected via DTMF and masks on the recording and the agent can't see them.
Max Folder Scanner
New application created
A lot of clients want to import automatically but don't have developers to use our API's, because of this we have created an application that scans a folder and then imports via our API's, thus reducing manual interaction. You can create as many folders and templates as you wish, meaning once it's done, it's done.
History added to custom reports
You can now write reports with the custom report builder and extract data from the history table, giving you even more flexibility to create and obtain the information you require.
Reporting
New Agent Status Report
Agent status report now shows a breakdown of when users login and logout of the system, along with the reason and time through each day. This will allow you to see the times agents leave as opposed to just the total amount of time they have spent on break.
New Occupancy Agent Detail Report
Clients had issues determining what time agents spent when logging into different campaigns or working in a blended environment. This new report allows you to drill down on an agents to see on which campaigns the time has accumulated.
Occupancy
'Manage Callback time' figures have been moved to their own column as previously it was part of 'Other Time' this is because agents had realised this was the case and were sitting in manage callbacks.
Break Report
Based on customer requests, Active Time has been added to the break report and we also include campaigns marked as active in the active time for this report. Many outsourcers had issues with certain breaks being billable, but not being able to report on it. You now have the option to select breaks as 'active time/billable' to allow you to report on total billable hours.
Inbound No Action Result Code
New Result Code option.
We have received requests based on the following scenario; customers have experienced issues on inbound calls, where a recall or a final must be applied to the matching lead thus killing or bringing back records when not required, especially on abandoned calls. The new option we have added allows you to apply 'no action' to the lead via a result code, so the history entry will be recorded as usual but leave the lead in its current state.
General Improvements
Import Improvement
Allow Caller ID to be included when importing leads. The Number presented can now be imported against a lead which will be used (if available) when placing an outbound call.
Auditing
Custom SQL Queries now audited and tracked in the auditing screen.
Inbound & Agent generated calls will remove callbacks.
If a final result code is used on Inbound or Agent generated calls, any callbacks for the associated lead will be removed.
Full List of Changes
