In this release, we have added several new features, including functionality to enhance agent options for all inbound interactions, calling third parties and after call work. There are also some new features for SFTP imports, working day hours tracking and email lead association. As well as this, there are some general enhancements to the product as a whole.
New Features
[FR]*Keep lead with agent. A new feature which will keep the script with the agent following the completion of a 3rd party transfer so that they can continue with post call work. For more on this feature, see the result codes guide.
*Temporary add agent to queue. This new feature allows users to be temporarily added to queues up to midnight on the same day, at which point they will be automatically removed from the queue. To find out how this works, see our queues guide and the live queues guide.
If an admin member
[FR]*Calling a third party whilst dealing with an interaction. This feature allows an agent to call a 3rd party whilst on an interaction with a customer. For more on this feature, see the guides on web chat, email and SMS interactions.
*SFTP import option. This new feature allows you to use the SFTP plan option to set a directory to monitor every 5 minutes and will then import the data into MaxContact utilising settings on the Lead Management API. See the plans guide for further information.
[FR]*Hours per working day. This new feature allows an admin to set the number of hours in a working day e.g. 7.5. This figure is then used in dashboards to show the number of working days worked and also shows the number of successes which a user has had in the working day. We have added this so you can track this metric at user, team and campaign level enabling you to ensure that your clients targets are being met at relevant calendar intervals. See this guide for a brief summary of the feature.
[FR]*Setting for emails being associated to leads. This new feature is similar to inbound call lead lookup rules, it will allow certain email addresses to skip the 'look up' so each email interaction will come through as an un-matched lead. For example, businesses that have webforms that come in from a certain email address wouldn't want that address being associated to their leads. For more on this feature and its options, see the channels guide.
Product Enhancements
Manager Portal/Web agent
Inbound call list mis-association. In some isolated cases, new leads from inbound calls were being created on the incorrect list. This issue has been identified and resolved.
Unable to nail-up to webRTC. A small number of users reported issues with webRTC nail-up. This was due to their login beginning with a number which we have upgraded to allow the use of numerical digits.
Able to transfer interactions to users on break. Fix for when under certain circumstances, users were able to transfer to other users who were on a break. Users on break will no longer be visible in the transfer panel after this upgrade.
Manager Portal/BI
Dashboards - Tracking interactions over 24 hours. The way we track interactions has been improved for accuracy and we have also enhanced the UI format.
Manager Portal/Advanced
CDF time zone issue. Some of our international customers experienced an issue with the Custom Data Fetching feature due to time zones. This has been resolved with the update.
[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;
