The 4.7.5 release contains some new features to make life a little easier when uploading new users as well as adding improvements to interactions with the addition of canned responses for all interaction types. We've also included some new functionality with the callbacks page UI/UX refresh. As well as these new features there's the usual minor bug fixes and product enhancements.
New Features
Admin/CTU/Bulk user import
Its now possible to add multiple users to the system at the same time via the CTU page. For more information on this new feature, see this guide.
Admin/Canned responses *updated for all interaction types*
The feature allows users to select pre-prepared responses to send to customers directly or use multiple responses to build bigger responses. The feature has now been added to all interaction types - web chat, email, SMS, WhatsApp and Facebook. The benefits of this feature include scripts no longer being a necessity, ability to change response wording 'on the fly', consistently maintaining the right tone of responses and many more. See the following guide for admin set up and these guides for use within the web agent.
Use case examples
Speed up responses
Users often need to send a message with the same question or response on a regular basis. Instead of typing up these from scratch every time, or copying and pasting from notes, just save a canned responses. This saves time for the user and also dramatically speeds up the time between a customer sending a message and getting a response.
Consistency of spelling
Spell checking your messages is not fun for anyone. Remembering when to use their, there and they're can at times be confusing. Canned responses allow your users to confidently add one or multiple responses into a reply to a customer with confidence that these have been checked and approved both for content and spelling and grammar.
Management/Queue lead matching options
There are 3 new settings to your queue configuration options (These were originally released in the 4.7.3 update but have been highlighted again for clarity).
| Available lead match types | This option allows you to determine what an agent can do when searching and matching leads within the system on inbound calls. |
| History phone number source | This option determines which number is stored in the history table, the number the call comes in on (Caller's Number) or the number stored against the matched lead (Lead Phone Number). This affects anywhere you can perform a search by phone number within the system such as record history, recordings playback and custom reports. |
| Default display number | This option only appears when selecting 'Callers number' from the 'History phone number source' option. It allows you to determine which number is displayed within web agent. The option that you don't select will still be available to the agent when they hover the mouse over the 'i' next to the phone number displayed. |
For more on these new options, please see the updated Queues guide.
Use case examples
History phone number source
By having this set to 'Lead phone number' a queue that is receiving calls from transfers will record the phone number of the customer (Lead Phone Number) rather than the phone number the customer was transferred from (Caller's Number). The incoming telephone number (Caller's Number) will be disregarded.
Available lead match types
With 'both' as the option option selected, should a customer call in on a number that doesn't match their lead in the system, when the user searches for the lead and matches them, they will have the choice whether to add the number to the lead or not, for future use.
UI/UX Refresh
Management/Callbacks
The Callbacks page has had a UI/UX Refresh which includes functionality changes, specifically the ability to search for a phone number and also swapping your view to be grouped via lists. The existing functionality where you only see callbacks for teams you are a part of remains. See the updated guide for the page here.
Product Enhancements
Manager Portal/Web agent
Payments. An issue was spotted for taking payments on Amex cards as they have a 4 digit CVV and the system previously only let the customer enter 3 digits. This issue has been resolved and any Amex payments will now allow the entry of 4 digits for the CVV automatically.
Web chat. Various performance improvements have been added.
Inbound abandon. Under certain circumstances, an inbound call being transferred to a queue was being recorded with the incorrect result code (if the default was being used). This has now been resolved.
Manager Portal/Management
Live queues. A UI issue has been solved where some users couldn't see the scroll bar in the table.
Manager Portal/Admin
Scripting. An issue where date pickers weren't working correctly for fillpoints in email templates has been resolved.
Scripting email button. Some users reported an issue where emails from the script didn't have the attachment. We have added some improvements to stop this occurring in the future.
Manager Portal/Reporting
Inbound overview & Inbound abandoned reports. We have updated these reports to improve consistency and accuracy.
Manager Portal/BI
Wallboards. Wallboard performance enhancements have been added in line with the recent update in 4.7.3 Specifically, the security token has been updated to expire after 365 days rather than 30 as per customer 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.
