Version 4.8.4 release contains a new Virtual Queue feature, an improvement to HTML email viewing, 8 refreshed reports and the usual quality of life fixes and enhancements including an improved display of HTML emails. 

New Features

Management/Queues

Virtual Queues. Where the customers number waits in line instead of the customer.

If you handle inbound calls, do you know that MaxContact has built in Virtual Queue options to allow customers to save their place in the queue? This will help avoid frustrating wait times for those customers and the system will automatically call them back once their number reaches the front of the queue. Virtual queues will also help reduce inbound abandoned calls and improve your SLAs.


For more on this feature, see this guide or contact the MaxSupport team.

Virtual Queue removal options. Based on customer feedback, we have added options to enable you to control when the Virtual Queue calls are removed by setting scheduled times/days or specific timeout options. The default for all queues will remain at 5:30am each morning unless you elect to change this.

See the updated Queues guide here.


Example behind the change

Previously, Virtual Queue calls (Where the customer leaves their number in the queue and the system calls them back) were removed overnight, every night. This would mean that if a leads number didn't get through by the end of the day, the system wouldn't call them back as they would be removed. By default, this happens around 5:30am each morning.


New Reports

Our reports are part of our products identity and we want them to make a lasting impression. We know our current reports are in need of a facelift so to ensure they meet everyone's expectations we are giving each report a refresh.


Because reports are heavily used by all our customers, we wanted to give you time to get used to the new format and to be able to recreate schedules on the new versions. Existing reports that have a 'new' version will be removed at the end of the year (with the first new version of the product in 2023). New reports will be released over a number of versions until all existing reports are replaced before this deadline.


As new reports are added, existing versions will include the 'new' reports name so you are aware of which report replaces it.


Report Viewer/Result Code Summary report 

New Result Code Summary report which is the rebranded Outcome Data Usage report.

Report Viewer/List Performance by Day report

New List Performance by Day report which is the rebranded List report.

Report Viewer/List Performance report

New List Performance report which is the rebranded Daily Stats report.

Report Viewer/Performance Summary by Hour (Voice) report

New Performance Summary by Hour (Voice) report which is the rebranded Hourly Success Performance report.

Report Viewer/Inbound Summary report

New Inbound Summary report which is the rebranded Inbound Overview report.

Report Viewer/Intraday (Inbound) report

New Intraday (Inbound) report which is the rebranded Inbound Intraday report.

Report Viewer/Inbound User Performance (Voice) report

New Inbound User Performance (Voice) report which is the rebranded Inbound Agent report.

Report Viewer/Performance Summary (Voice) report

New Performance Summary (Voice) report which is the rebranded Daily Summary report.

Product Enhancements

Manager portal/Data

Data handling. When reactivating leads via API or updating the can call date under specific circumstances, the system was found to reset the priority of the lead. We have updated this process so the leads priority stays as it was.


Manager portal/Reporting

Report Viewer. After the rollout of the upgraded CSAT options in release 4.7.9, the 'legacy reports'; Customer Satisfaction - Channel and Customer Satisfaction - Agent have been removed. The newer Customer Satisfaction reports cover the date period prior to the new Customer Satisfaction feature going live so historical reports can still be generated. 


Manager portal/Web Agent

Agent Safe Pay. For customers who have multiple payment providers, these will now present in alphabetical order rather than the order they were added to the system.

Status bar. In the Dark theme, the 'ringing status' colour would clash with the font colour rendering it unreadable. This has been rectified in the update.

Email interactions. HTML emails will display correctly to users rather than being converted to a 'simple' text version in Web Agent and all areas of the product where emails are viewable. Please note - Any previously received HTML emails before this update will present as previously as we cannot process them a second time. 

Email interactions. We have added a 'show more' button so users can see the entire email conversation that has occurred. Previously, users would have to select each email individually to read them. 

Interactions. Under specific circumstances, it was found that interactions were sometimes not distributed evenly to users. We have added additional ordering criteria to ensure users receive interactions in fair way. We order allocation as follows;

  1. User priority level (assigned via the Queues page).
  2. User in the ready state the longest.
  3. Interaction % ratio. Example - Agent A has a capacity of 3 and is handling 1. Agent B has a capacity of 4 and is handling 1. Agent A has 66% available and Agent B has 75% available capacity. Agent B will receive the next interaction. 


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. 
New additions are currently in the Beta phase of production. You may see this icon for areas containing these features and changes within the product.