In the 4.2.2 release of MaxContact, as well as several updates and improvements, we have added 3 new features for the omnichannel side of the product. A 'webchat backup contact' feature which allows your customers to contact your teams via other methods when webchat is offline or too busy, an upgraded way of merging email interactions to allow greater visibility of a customers journey and a 'full screen' option for the web agent.

New Features

*Webchat backup contact methods. If your webchat channel is suspended, out of hours or you have no agents available due to demand, the system can offer your customers a different way of contacting your teams via email. Alternatively, you can display a message of your choice to the customer. For more information on these options see this guide.

*Email merge functionality. We have improved the way emails can be merged together. Multiple emails received in queue can now be merged into a single ticket allowing your agents to receive all current emails from a customer in one place. So if a customer has sent multiple emails about the same subject or you receive emails from different addresses, your agents will be able to merge them into one to avoid other agents picking up the same issue. An example of this may be a utility company receiving a gas reading for a business on one email address and the electric reading from another. For more information on how this works, see this guide.

Webchat 'full screen' option. We have added a full screen option for interactions in web agent to give users more visibility of communications from customers. Particularly useful for email interactions, this will change the view from the standard 'web agent and script/dashboard' to just 'web agent' so your agents can see more of the interactions on screen. Please see the web agent interaction overview guide for more information.

Product Enhancements

Manager portal/General

Help link. The help link available throughout various pages was no longer linking correctly, this has been addressed.

Web chat application. We have improved the way the application interacts with websites that are using different forms of java script that would previously cause performance issues.

Manager portal/Admin

Inbound number mapping. When editing an existing inbound number and changing the campaign, list or IVR, an error was being reported that didn't effect the functionality but was mistakenly being displayed. This has been resolved in the update.

Scripting. When adding a disposition button on the script with a flexible success code it would to 0, potentially causing a problem with missed success counts. This now defaults to 1.

Script manager. The layout of the Script Manager has had some small UI changes applied.

Live queues. Some minor UI improvements have been made to the page.

Result codes. Answer Machine and No Answer result codes were still being marked as contacted in the History table, these have now been set as their correct value of not contacted.

Tagging. Some users reported an issue whereby tags applied directly to the agent were not being honoured. This has now been addressed.

Campaign manager. Some users reported changing from Inbound to Predictive/Progressive/Preview on this screen would not take effect with the campaign in CTU. This will now occur going forward.

CTU. Some users experienced making changes to entries in CTU, navigating away and then being stuck with an infinite spinner when selecting save when prompted. This has now been resolved.

IVR capture digits. An issue was identified where, under certain circumstances, DTMF digits were being duplicated on the 'capture digits' element of IVRs. This has been resolved with the update.

Manager portal/BI

Dashboards. Some users reported that selecting the 'home' button wouldn't navigate away from the dashboard page. This issue has been removed.

Manager Portal/Data

Record eligibility. An issue where the record eligibility page included emails against leads into the eligible count has been rectified.

Table creator. Special characters previously could not be used in field names for tables, this has now been addressed to allow for scripting purposes.

Manager portal/Reporting

Hourly success performance report. Added X and Y axis to the graph DMC and time is now shown on the graph within the report. We have also fixed the agent count ensuring that average wrap time and average man hours show correctly. 

Outcome data usage report. We have added AHT calculation columns that reflect the same method of calculation as Average Talk and Wrap.

Agent attendance report. We have removed the Success column from the report as this holds no value on this specific report.

Agent status report. Improvements to the report include updated descriptions, removal of time zones from date/time stamps as well as general performance enhancements.

Break daily report. We have updated the description of the report, improved the consistency with other reports.

Call result code report. Description and column descriptors of the report have been updated to include interactions.

Performance enhancements. The following reports have been upgraded to improve their general performance; Agent success performance weekly report, Agent status report, List report, Success by day report, Success by hour report, Customer satisfaction agent report, Campaign success performance weekly, Coach report, Daily summary, Inbound agent, Inbound intraday, Inbound overview, Occupancy, Occupancy agent detail and the Occupancy queue report.

Supplier summary report. The supplier summary report would sometimes error when certain date range or supplier filters were applied, this will no longer occur.

Manager portal/Advanced

Agent capacity. The agent capacity in the plans page would default to 0 if special characters were added in the field. This will now not happen after the update.

Custom Data Fetching. In a small number of cases, custom data fetching would not work when using only sort ordering, requiring additional filters. This has now been fixed so this isn't required.

One customer reported an issue where, under very specific circumstances, an error occured on certain queries when a list using the query was made inactive. This has been rectified in the update.

Manager portal/Web agent

Password Auto fill on card details. The agent SafePay function was suggesting auto-fill saved passwords, this has now been changed to prevent this from occurring.

Email interactions. Cc/Bcc addresses would appear in the main body of an email, this fix now removes them from that area. As well as this fix, we have improved the way we handle attachments as well as the way we pull through emails to the relevant channels.

Chat queue issue. It was reported by a customer that their chat queue would keep resetting to not ready in WebAgent after agents went ready on all queues. We have updated the WebAgent in this version to avoid this happening in the future.

Inbound queue call handling. In certain circumstances, some agents that were removed from queues were occasionally receiving calls despite no longer being in the queue. This has been addressed in this update.

Card validation UI inconsistency. A small UI issue was identified whereby payment validation fields were failing to highlight after a first payment was taken, this has now been fixed.

Transfer finals. In some situations, calls that were transferred and dispositioned as a final result code were being recalled at a later date in error. This issue has been resolved.

Webchat logging. We have added more in depth logging of webchat interactions to aid performance enhancements going forward.

Email interactions. We have added some improvements to the UI options of email interaction options for agents.

 * 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.