The latest release to MaxContact, version 4.1.0 includes a handful of new features and several improvements and updates on performance. The main change here is the UI change to the breaks page and options added to agents web chat and SMS capabilities.

New Features

*UI UX refresh for breaks page. As part of the development of the systems new UI, we have changed the look and functionality of the breaks page. The new breaks page is the first to align with the new look menus and starts the process of the entire product refresh we have mentioned previously. See this guide for further information.

*Web chat attachments. We've added a new feature for agents & customers to send attachments to each other via web chat. Please see the following guide for details.

Manager Portal/Web Agent

*Agent to agent transfers. This new option allows agents to transfer web chats, emails and SMS interactions to other agents.

*Manual SMS. Users can now create a manual SMS without the need for it to be in reply to a customers original text. See this guide on SMS within web agent for more detail.

Manager Portal/Admin

*Channels. Web chat attachments. The channel admin page for web chat now has the option to tick for allowing web chat attachments. Channel admin guide.

*Web chat attachment permission. A permission has been added to the permissions page to allow a role to have access to web chat attachments.

*Manual SMS permission. A permission has been added to the permissions page to allow a role to have access to creating a manual SMS in web agent (an SMS that isn't in response to a customers SMS).

*Can transfer chat/email/SMS to user permission. New permissions have been added to allow agents to transfer interactions to others.

Manager Portal/BI

*Dashboard widget stats. 'Total contacts' and 'wrap time' have been added to the grid and live stat widgets (These stats were already available in other areas but have been added to the widgets for greater flexibility on your dashboards).

*Dashboard queue capacity. Queue capacity is updated when a user moves into break.

*Dashboard break display. When a user is on break, the break name is now shown in the dashboard grid/live stat tile. On a grid, this is displayed under the status column and on a live stat tile, its shown as the whole tile (When selected, this displays as 'break' and the name of break the user is on).

Manager Portal/Reporting

*Agent status report. We have added a new report which displays all status changes throughout a selected day for a specific agent.

*Inbound demand report. This new report shows inbound call stats hourly throughout the day(s) selected. It shows where gaps and surpluses in staffing levels are throughout the day. Also shows the previous X days (user selected) averages for those inbound stats per hour for each day.

Product Enhancements

Coaching. Under certain circumstances, some users lost the ability to use the 'quick actions' on agents whilst in the coaching page. This has been resolved in this update.

Dashboards grid widget. Some users noticed the grid widget sometimes disappeared from their dashboard, this was due to a page loading issue which has now been resolved.

Web agent dashboard. Intermittently it was reported that dashboard grids on web agent dashboards were displaying incorrectly - only the user logged in was displayed rather than all logged in users. This has had an update to resolve the issue.

Alternative number dialling. An issue was spotted where a lead dispositioned as a person and not a contact wasn't having any alternate numbers dialled. This issue has been resolved in this update.

SMS. Creating and matching leads via SMS performance has been improved.

SMS interactions. Some users were reporting that certain character length SMS messages were not linking to previous interactions. An issue was identified with carriers that has since been rectified.

SMS validation. This has been improved so it is no longer possible to attempt to send an SMS to invalid numbers.

Result code widget. An issue was identified and fixed, where the widget would sometimes reset to zero upon page refresh.

Wallboards. We have added a number of small changes and fixes to the UI when displaying wallboards.

Email inline images. Updated the system to allow inline images to be displayed rather than being added as attachments on interactions.

List data manager. Some improvements have been added to the UI on this page, specifically around changing themes.

Reporting. Small occurrences of a miscalculation of abandon numbers has been rectified.

 [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;