The 4.1.4 release includes 2 new features to help you get more from the system, the ability to use Microsoft Azure functions to send and receive email interactions and a new Inbound report focusing on IVRs. We have also added several enhancements to the product to improve the experience and accuracy of the system.

New Features

*Ability to send and receive email interactions via Microsoft Azure. Basic Authentication for IMAP and SMTP access for mailboxes will eventually be discontinued by Microsoft. This feature allows you to be able to use either OAuth2 or Basic Auth to Send and Receive emails into the MaxContact system, enabling your contact centre agents to handle email interactions. For more information on this, please see this guide.

*New inbound IVR element report. New report that shows all paths taken by customers through IVRs. The report can be ran across a date range against multiple IVRs and inbound numbers. 

A use-case for this particular report is a contact centre manager wanting insight into how the IVR is being used by customers. Are customers making use of all options offered? Are there paths offered that customers are not using? Are customers hanging up at certain points? The contact centre manager will be able to see from the report, the routes and issues the customer journey takes.

Product Enhancements

Manager Portal/Web Agent

Web agent transfer. We have updated this to ensure the transfer to user option in web agent always correctly displays the available users.

Callback button on scripts. A handful of users reported that the 'public only' option was been ignored and the callback was still been set as private, this update ensures the public only option correctly sets the callback to 'public'.

Manager Portal/BI

Logged off time Widget. Previously, the stat wasn't calculating correctly. We have improved the function of both the total time and percentage calculation.

Manager Portal/Data

Record History. Under certain conditions, when a user searched records filtering by recording length, not all results were being displayed. We have added improvements to stop this from happening in future.

Lead search and edit. We have added a fix for a minor UI issue in the search panel for the lead search and edit.

Import logging. We have added various performance and additional logging to the process.

CSV Folder scanner. We have improved the folder scanner to allow larger numbers of files to be uploaded. The current version of the csv folder scanner can be downloaded via this guide.

Manager Portal/Reporting

Agent success performance weekly. We have added actual dates to this report instead of week 1 week 2 etc. Also, we have added new 'Average Handle Time' calculation columns that reflect the same method of calculation as 'Average Talk' and 'Wrap'.

Agent attendance report. We have removed the 'successes' column from this report.

Campaign success performance weekly. We have added actual dates to this report instead of week 1 week 2 etc. Also, we have added 'Avg Handle Time Per Day' column.

Daily stats report. The daily stats report would previously add Inbound Calls to Connects and display this in the Persons column. This is now not the case as in some circumstances, the calculation would be incorrect. Also, we have added new 'Average Wrap', 'Average Hold', and Added 'Average Handle Time' calculation columns to this report.

Report scheduler. We have added some UI updates as previously, some parameters were displaying incorrectly.

Hourly success performance. We have added 'Average Wrap' and 'Average Handle Time' (AHT) calculation columns to this report.

 * 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.