Release notes 4.2.3

Training Team

Modified on: Wed, 10 Nov, 2021 at 12:33 PM

The 4.2.3 release of MaxContact brings a new feature to the Quality section of the product, Monitoring interactions. As part of our continual development of omnichannel features, we have brought the ability for live QA of web chat and email interactions.

New Feature

[FR] *Monitoring Interactions. This new feature will allow the monitoring of interactions by admin staff.

A use case for this would be a contact centre employing MaxContact's webchat or email features. Their admin or QA teams would have the ability to live monitor chat conversations or email interactions in real time. This would allow them to spot good or bad practice while it is happening rather than having to look historically for highlights or issues. For information on this feature, which is integrated into the Coaching page, see this guide.

Product Enhancements

Manager portal/Admin

User Priorities through Queue Admin and Live Queues. Under certain circumstances, moving users into call queues in Live Queues was defaulting their priority to 0, this update has fixed the issue.

Manager portal/Reporting

Daily Summary: Changes and inclusions. Added clarity to the report and description, some minor UI changes have been made and the report now contains channels where appropriate.

Drop Rate report. Inclusion of Drop Rate Target and conditional formatting to state when a cell is over the Drop Rate Target.

Performance enhancements. The following reports have been upgraded to improve their general performance; Daily Stats, Inbound Call Outcome by Interval report and the Team Data Usage report.

Report descriptions. The Customer Satisfaction - Agent report and the Customer Satisfaction - Channel report have had their descriptions updated.

As well as the highlighted areas above, there have also been various minor quality-of-life improvements and software stability fixes added to the product.

[FR] - This new feature/change has been added as a direct result of customer feature requests.

* 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.