MaxContact version 4.0.1 brings several updates and bug fixes to the platform. With no major new features apart from an upgraded CSV folder scanner, this update focuses on performance related changes and enhancements.
Product Enhancements
New version of CSV Uploader. We have updated the performance features of our CSV uploader tool when uploading large amounts of data in one upload. This new version is only for use on MaxContact version 4.0.1 or higher. See this guide to download the new version.
Agent interactions. When responding to an interaction, an agent can press shift + enter to go to a new line.
Coaching and call recordings. We have updated the system to prevent the coacher from being present on call recordings as this would previously obscure the conversation between agent & customer.
Record History. Record history page performance improvements have been added.
Agent transfer improvements. We have changed the way the system records transfers within the history table to avoid the possibility of duplicates being present.
Email message templates. Some users reported issues when trying to upload images to certain 'blocks' on the templates. This has now been resolved.
Reporting UI fixes. We have added various small UI improvements to the reporting section and reports within.
Manager Portal/Reporting
Coach Report. Some users reported calculations adding up to 'over 100%' on this report. We have changed the calculations performed so this no longer occurs.
List report. 'Contact' and 'DMC' calculations have been made consistent with other reports.
Drop rate report. Some users reported an issue with drop rate % calculations rounding up incorrectly. This has been now been resolved.
Inbound overview and inbound intra day. Average abandoned time calculation has been made consistent across both reports.
Occupancy report. Some users reported discrepancies in the statistics that were displayed because of inbound calling campaigns. We have improved the login time calculation to be more accurate and reflect the correct campaigns a user was logged into.
Occupancy report. We have removed 'coaching campaigns' from this report (when an agent is coached via coaching page, that campaign would be displayed on the report).
Manager Portal/Web Agent
Email. Some users reported that, upon starting a new email interaction, the lead search dialogue box was being displayed twice. This issue will no longer be present.
[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;
