MaxContact 4.6 brings the addition of one of the worlds most popular messaging service, WhatsApp! We've also developed an addition to sign in options with the inclusion of SSO, another UI refresh for an admin page and several of our regular enhancements to the system. 

Feature Additions


WhatsApp

[FR] Adding to our list of interactions comes WhatsApp, giving you and your customers another avenue to communicate. For more information on the admin side of the feature, see this guide. For information on how this will look to agents, see this guide. If you want to use WhatsApp to communicate with your customers, please contact your account manager.


SSO Login

Those customers using single sign on now have to ability to sign into MaxContact via that method. For more information on this, see this guide. Please contact your account manager for information on implementation within your portal.


UI Refresh


Manager portal/Admin

Ticker admin.

The ticker admin page 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 UINew UI

Use case example

Tickers can be used on all dashboards and wallboards to relay information such as alerts, general messages and information to staff.


Product Enhancements

Manager portal/Admin

Campaign Manager. Previously, it was possible to change an IVR campaign to a Predictive campaign via this page. We have removed this.

Script editor and Message templates. These pages can be opened in a new window from the menu by right clicking where previously this was not possible.

Do not call. Several UI fixes have been applied to this page.


Manager portal/Reporting

Agent status report. If an agent is 'kicked' from wrap/dispositioning or a talking state, this will be shown in the report.

Report scheduler. An issue was found where inactive reports would cause an error on this page. This is no longer the case following the update.


Manager portal/Web agent

Interactions. Some users reported that under certain circumstances, agents were receiving interactions after they had requested a break. This has been resolved in the update.


Manager portal/Advanced

Permissions. A new permission has been added to allow you to edit the custom data fields on the CTU page for users. These had been introduced for use as email signatures but can now be used in conjunction with the SSO feature also.


Manager portal/Tooltips

Multiple tooltips have been upgraded across the product to ensure they show correctly and are more informative.




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.