The 4.7.1 update includes 2 new features, a Facebook messenger option and our new Wellness feature. As well as this, another page of the product has been updated to the new UI style and we have a host of minor updates to the product including several minor name changes to reporting information. 

Feature Additions


Facebook Messenger

A Facebook channel option is now available which will allow 2 way messaging to a customer via Facebook. For more information on this new option, see this guide for admin and this guide for users.


Wellbeing Feature

*Our new wellbeing feature encourages staff to ensure that they are aware of both their physical and mental wellbeing whilst using the MaxContact Product. This is done in an inobtrusive way via notifications and awareness alerts, no data is recorded on a user level and is an optional feature. For more information on this, please see this guide.


UI Refresh

The following pages have been updated to fall in line with the platforms brand refresh.


Data/Resource uploader

The resource uploader allows you to add lists of information to use via scripting alongside validation options. See the updated guide here.


Product Enhancements


Manager portal/Admin

Channels. Iconography has been updated to include the WhatsApp logo as previously, a generic image was displayed.

Script editor. Several minor script UI improvements have been added.

IVR. We have added another payment provider to the integration of our payment portal in Pay360.


Manager portal/BI

Dashboards. The time in status widget has been improved to be more accurate.


Manager portal/Reporting

Standard reports. Following a project of aligning our reports to ensure consistency in calculations and terminology, the following changes have been made.

 

Agent Attendance – 

  • retitled 'Productive Time' to 'Productive Hours', 
  • retitled 'Login Time' to 'Log On Time (Total)', 
  • retitled 'Agent' to 'User'

 

Agent Data usage Weekly – 

  • retitled 'Wrong Number' to 'Wrong Numbers', 
  • retitled 'AGAM' to 'Agent Answer Machines', 
  • retitled 'AGAM%' to 'Agent Answer Machines %'

 

Agent Status Change – 

  • Retitled 'Total Status Time' to 'Status Time (Total)'

 

Agent Success Performance Weekly – 

  • Retitled '# of Persons to Success' to 'Persons to Success', 
  • retitled 'Conversion Rate' to 'Successes Conversion Rate', 
  • retitled 'Total Talk Time Per Day' to ' Talk Time Per Day (Total)', 
  • retitled 'Avg Talk Time Per Person' to 'Talk Time Per Person (Avg)', 
  • retitled 'Avg Talk Time Per Day' to ' Talk Time Per Day (Avg)', 
  • retitled 'Avg Wrap Time Per Person' to 'Wrap Time Per Person (Avg)', 
  • retitled 'Avg Wrap Time Per Day' to ' Wrap Time Per Day (Avg)', 
  • retitled 'Avg Hold Time Per Day' to 'Hold Time Per Day (Avg)', 
  • retitled 'Avg Handle Time Per Day' to 'Handle Time Per Day (Avg)', 
  • retitled 'Callback Success' to 'Callbacks Successes', 
  • retitled 'Callback Conversion' to 'Callbacks Conversion'

 

Break Daily – 

  • retitled 'Avg Break Percent' to 'Average Break Percent', 
  • retitled 'Full Name' to 'User name', 
  • retitled 'Break Active Time' to 'Active Break Time', 
  • retitled 'Total Break' to 'Break (Total)', 
  • retitled 'Avg Total Break Per User Per Day' to ' Break Per User Per Day (Avg Total)',
  • retitled 'Total Over' to 'Over (Total)'.

 

Break Overview – 

  • retitled 'Full Name' to 'User Name', 
  • retitled 'Total Break' to 'Break (Total)', 
  • retitled 'Avg Total Break Per User Per Day' to ' Break Per User Per Day (Avg Total)' , 
  • retitled 'Total Over' to 'Over (Total)', 
  • retitled 'Avg Break Percent' to 'Average Break Percent'.

 

Break Report – 

  • retitled 'Full Name' to 'User Name', 
  • retitled 'Total Break' to 'Break (Total)', 
  • retitled 'Avg Total Break Per User Per Day' to ' Break Per User Per Day (Avg Total)' , 
  • retitled 'Total Over' to 'Over (Total)', 
  • retitled 'Avg Break Percent' to 'Average Break Percent', 
  • retitled 'Break Active Time' to 'Active Break Time',
  • retitled 'Total Break' to 'Break (Total)'

 

Campaign Success Performance Weekly – 

  • retitled 'Campaign Call' to 'Campaign Calls', 
  • retitled '# of Calls to Success' to 'Calls to Success', 
  • retitled '# of Persons to Success' to 'Persons to Success', 
  • retitled 'Total Talk Time Per Day' to ' Talk Time Per Day (Total)', 
  • retitled 'Avg Talk Time Per Person' to 'Talk Time Per Person (Avg)', 
  • retitled 'Avg Talk Time Per Day' to ' Talk Time Per Day (Avg)', 
  • retitled 'Avg Wrap Time Per Person' to 'Wrap Time Per Person (Avg)', 
  • retitled 'Avg Wrap Time Per Day' to ' Wrap Time Per Day (Avg)', 
  • retitled 'Avg Hold Time Per Day' to 'Hold Time Per Day (Avg)', 
  • retitled 'Avg Handle Time Per Day' to 'Handle Time Per Day (Avg)', 
  • retitled 'Callback Success' to 'Callbacks Successes',
  • retitled 'Callback Conversion' to 'Callbacks Conversion'

 

Customer Satisfaction Agent – 

  • retitled 'Total Interactions' to 'Interactions (Total)'

 

Customer Satisfaction Channel – 

  • retitled 'Total Interactions' to 'Interactions (Total)'

 

Daily Stats – 

  • retitled 'Campaign Call' to 'Campaign Calls', 
  • retitled 'Person %' to 'Persons %', 
  • retitled 'DMC %' to 'DMCs %', 
  • retitled 'Drop %' to 'Drops %', 
  • retitled '# of Calls to Success' to 'Calls to Success', 
  • retitled '# of Persons to Success' to 'Persons to Success', 
  • retitled 'Total Answer Machines' to 'Answer Machines (Total)', 
  • retitled 'No Answer + Busy' to No Answer/Busy', 
  • retitled 'NI' to 'Not Interested', 
  • retitled 'Avg Talk Per Person' to 'Talk Per Person (Avg)', 
  • retitled 'Avg Wrap Per Person' to 'Wrap Per Person (Avg)', 
  • retitled 'Avg Hold Per Person' to 'HoldPer Person (Avg)', 
  • retitled 'Avg Handle Time Per Person' to 'Handle Time Per Person (Avg)'.

 

Daily Summary – 

  • retitled 'User' to 'User Name', 
  • retitled 'Callback Success' to 'Callback Successes', 
  • retitled '# of Calls to Success' to 'Calls to Success', 
  • retitled '# of Persons to Success' to 'Persons to Success', 
  • retitled 'Final' to 'Finals', 
  • retitled '% Wrong Numbers' to 'Wrong Numbers %'

 

Drop Rate – 

  • retitled 'Drop %' to 'Drops %'

 

Hourly Success Performance – 

  • retitled '# of Calls to Success' to 'Calls to Success', 
  • retitled '# of Persons to Success' to 'Persons to Success', 
  • retitled 'Final' to 'Finals', 
  • retitled 'Final Rate' to 'Finals Rate', 
  • retitled 'Exception Rate' to 'Exceptions Rate', 
  • retitled 'Avg Talk Time' to ' Talk Time (Avg)', 
  • retitled 'Avg Wrap Time' to ' Wrap Time (Avg)', 
  • retitled 'Avg Handle Time' to ' Handle Time (Avg)', 
  • retitled 'Avg Man Hours' to 'Man Hours (Avg)', 
  • retitled 'Avg Break Time' to ' Break Time (Avg)', 
  • retitled 'Avg Productive Hours' to ' Productive Hours (Avg)', 
  • retitled 'Avg Ready Time' to ' Ready Time (Avg)'

 

Inbound Abandoned Calls – 

  • retitled 'Total' to 'Abandoned (Total)'

 

Inbound Agent – 

  • retitled 'User' to 'User Name', 
  • retitled 'Success Conversion %' to 'Successes Conversion %', 
  • retitled '# of Answered Calls to Success' to 'Answered Calls to Success',

 

Inbound Demand – 

  • retitled 'Avg Handle Time' to 'Handle Time (Avg)'

 

Inbound Intraday – 

  • retitled 'Abandon %' to 'Abandoned %', 
  • retitled 'Abandon in SLA' to 'Abandoned in SLA', 
  • retitled 'Avg Queue Time' to 'Queue Time (Avg)'

 

Inbound Overview – 

  • retitled 'Abandon in SLA' to 'Abandoned in SLA', 
  • retitled 'Avg Queue Time Per Call' to 'Queue Time Per Call (Avg)'

 

List Report – 

  • retitled 'Contact' to 'Contacts', 
  • retitled '# of Calls to Success' to 'Calls to Success',

 

Occupancy – 

  • retitled 'Log on Time Total' to 'Log On Time (Total)', 
  • retitled 'Productive Hours' to 'Productive Time', 
  • retitled 'Ringing Time' to 'Ring Time'

 

Occupancy Agent Detail – 

  • retitled 'Log on Time Total' to 'Log On Time (Total)',
  • retitled 'Productive Hours' to 'Productive Time',

 

Occupancy Queue – 

  • retitled 'Log on Time Total' to 'Log On Time (Total)', 
  • retitled 'Productive Hours' to 'Productive Time' 

 

Outcome Data Usage – 

  • retitled 'No of Calls' to 'Calls', 
  • retitled 'AGAM' to 'Agent Answer Machines'

 

Outcomes Report – 

  • retitled 'Full Name' to 'User Name', 
  • retitled 'Total' to Calls (Total)'

 

Success By Day – 

  • retitled 'Campaign / Name' to 'Campaign / User Name', 
  • retitled 'Total' to 'Successes (Total)'

 

Success By Hour – 

  • retitled 'Campaign / Name' to 'Campaign / User Name', 
  • retitled 'Total' to 'Successes (Total)'

 

Team Data Usage – 

  • retitled 'User' to 'User Name', 
  • retitled 'AGAM' to 'Agent Answer Machines', 
  • retitled 'AGAM' % to 'Agent Answer Machines %'
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.