The 4.4.2 release contains some performance enhancements to our omnichannel functionality, lead management features and a continuation of our UI/UX refresh, by upgrading the web chat application. These additions don't have stand alone guides, but have been included in the page guides for reference. These are linked below.
Feature Additions
Integrated Chat Application
The Web chat widget used with your website has had a UI/UX refresh. All the same functionality persists but the chat looks more in keeping with the product and modern website design.
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| When visiting your web page hosting the chat application, customers will see a simpler icon in the bottom right of the screen (select the image for a larger view). | Once a customer selects the chat application, it will open up and present with a much smarter, modern look. You can add a 'headline' statement under the 'Hello' and you can add your pre-chat questions as before. |
Email Interactions
We have improved the feature of adding an email address from the transfer address book page. Agents will be presented with addresses matching their search rather than having to type the whole address each time, similar to what you will find in most email clients, see this guide for an example. You are also able to set specific emails as a transfer option via a toggle on the email tab of the address book page, visit this guide for more information.
Use case;
An agent needs to transfer an email to a specific department so they can pick up the interaction with the customer. Previously, when they go to add an email address, they had to type out the full address perfectly. With the new option, agents can start typing an address and they will be presented with matching addresses from the system (only those set on the address book page) that they can select from.
Lead Management
We have added a new setting to the import process and List Data Manager - see this guide for more, to 'flush the call buffer' of leads when importing, moving or deactivating leads. This is to avoid the possibility of calling a lead when it has been removed/updated on a list because it is still in the buffer.
Use case;
A sales team want to target a specific area of the country for a new product/service. They deactivate all leads without the specific result codes from their list. Previously, there may have been leads in the buffer (where the system 'pre-loads' lead numbers ready to call) with the incorrect postcodes so would have been dialled. Using the flush option ensures that any leads in the buffer (and present on the list) are removed when the deactivation takes place so they wont be called in error.
Product Enhancements
Manager portal/Admin
Lists - system recall plans. An issue was identified where, when selecting system recalls on a lists plans tab, the screen wouldn't load. This issue has been resolved in the update.
Call-backs. We have added some performance enhancements to call-backs in respect of leads with multiple numbers.
Manager portal/Data
Record history. An issue was discovered where recordings of calls would continue to playback once you navigate away from it. This has been resolved with the update.
Manager portal/Quality
Coaching. We have added some minor UI fixes and improved the linking to call recordings from this page.
Manager portal/Reporting
Interactions. We have added various performance improvements to the reporting of interactions.
* 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.
