In the 4.5 release, there are 2 new features which link to email and SMS channels. Sending email and SMS from scripts has been upgraded to allow customers to reply back to agents via channels, and a new feature for parking interactions has been implemented. We have also continued the UI refresh of the product with 2 pages receiving upgrades, Channels and the Inbound deny list (formally inbound blacklist) have been upgraded.
As well as this, our usual mix of bug fixes and product enhancements have been implemented in this build.
Please select the images for a closer look.
For more information on any of our omnichannel options, please contact your account manager.
New Features
*Email and SMS from scripts.
Previously, any email or SMS sent from a script was a 'do not reply' option. We have incorporated sending email/SMS from script to work via channels. This means, with this update you can report on how many emails/SMS have been sent via this method, as well as your customer replies coming back into the product via the corresponding queue. This new functionality allows your agents to pick up these responses and act on them accordingly. For customers not currently using email/SMS interactions, the previous way of sending confirmations will still apply.
- For information on how to edit templates for email and SMS, click here.
- To configure the buttons for the script, click here.
Use case examples
1. A customer decides to renew a utility/mobile phone/other contract via the contact centre team. The agent generates a confirmation email/SMS which is sent to the customer. The customer receives this and after the call checks the detail. They realise something is wrong and reply to the email/SMS to query it.
2. A customer is on the phone to a debt collection team and is asked to go through an income/expenditure form with the agent. The customer is uncomfortable with this over the phone and would rather fill it in once they have checked their bank details etc. The agent can send the forms out to the customer via an email during the call, and once they are complete, the customer can reply to the same email with the forms attached. From there, the agent that receives the email can call the customer to continue the process.
*Park interactions.
This new feature enables agents to manually or automatically park an email/SMS interaction when an inbound call has come in. SLA's are key when it comes to non-voice interactions, however the SLA of interactions need to stop under certain circumstances, this feature allows that to occur both automatically and manually depending on your process. For more on how this looks within web agent, see this guide.
Use case example
1. An agent is dealing with several email interactions when an inbound call is routed to them. The email channel has automatic park set so all the emails SLA timers are paused whilst the agent deals with the call. Equally, if a call is transferred to the agent, their SLA's will pause to allow them to deal with the call without a detrimental effect on their SLA.
2. When dealing with email/SMS, agents of company X are required to log into a separate system to check contract details. As part of the process, they are required to pause their SLA manually to allow them to check the details.
UI Refresh
Manager portal/Admin
Inbound deny list.
Inbound blacklist page has had its name changed to Inbound deny list and the page itself has been given a UI refresh as part of our on going UI update project. For a more detailed look at this page, see this guide.
Previous UI | New UI |
Use case example
You are receiving multiple nuisance calls to one of your inbound numbers. By adding the number on this page, each time a call comes in from that number, it will route to a specific IVR you have assigned on the page (hold music/a pre recorded message) so the call doesn't get through to an agent.
Channels.
The channel admin page has had a major refresh to fall in line with our ongoing UI update project. For a more detailed look at the page in its new form, take a look at this guide.
Previous UI | New UI |
Use case example
Customers using interactions other than voice may have multiple channels, such as email, webchat & SMS setup on their system. The channels page is where the configuration settings are found.
Product Enhancements
Manager portal/Admin
Message templates. We have improved the way images are presented in email responses as some users reported some images came through distorted.
Do not call. UI improvements have been added to this page for use of the dark theme.
Script editor. Performance enhancements have been added to the send email/SMS from script functionality to compliments the new feature listed above.
Lists. Validation has been added when selecting a 'Max script' to ensure users cannot mistakenly forget to add a script after selecting the 'Max script' option.
Manager portal/Data
Custom data fetching. Performance enhancements have been added to this feature, specifically around the speed of processing queries on lists.
Manager portal/Quality
Coaching UI. We have improved the UI on this page as previously there was an issue where the quick action buttons were being cut off. This has been resolved in this update.
Coaching page playback issue. Some users reported that, upon selecting a call to listen back to, they were taken to the recordings playback screen but it presented blank and they couldn't listen to the recording. This issue is resolved in the update.
Manager portal/Web agent
UI issue. A UI issue was reported on web agent where the request log out button text was appearing incorrectly. This has been resolved in the update.
Web chat. Some users reported an issue where, when a web chat transfer had a message from the previous agent, it would not appear for the agent it was transferred to. This issue has been resolved in this update.
Agent safe pay. We have added the ability to integrate with another payment provider, Acquired Payments. For more on payments and the payment provider options we currently offer, please contact your account manager.
* 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.
