This release includes the full launch of our newly updated Campaign Manager page, which has been upgraded with some new functionality to make managing campaigns much easier.


We've also added four additional features to every system if you’re not already using them. These include Custom Data Fetching to help you automatically segment and prioritise data for your campaigns. Tagging to help organise your users, campaigns and data, plus Dynamic Nail-up and the Agent Wellbeing feature.


As well as the above, we are now providing you with a more detailed look at the product updates delivered in the release and we are including any database changes we've made - particularly beneficial to any customers using a replicated database to produce their own reports.

New Features

Management/Campaign Manager 2.0

As part of the campaign manager redesign, we've added a whole host of new features to help you use the page and provide you with an improved experience. Most improvements are a direct result of feedback from our valued clients.

  • Re-order campaigns. Everyone can now re-order campaigns so the ones that are most important to you are always in view.
  • Grouping campaigns. You can now group campaigns together and have custom stats for each group.
  • Campaign pinning. We have added the ability to pin campaigns to the top of the grid so users can keep the most important campaigns in view.
  • New custom stats. Previously the stats you would see would be fixed. You can now add and remove over 100 additional stats. 
  • Multi column sorting. The grid can be sorted by multiple columns at once, by ascending or descending order.
  • Re-order columns. Everyone can now re-order stat columns so the ones that you need to keep an eye on are always in view. 
  • Clear fetched campaign data.  Users with a new permission will have the ability to clear data from a campaign so the system is forced to fetch fresh data from the associated lists.
  • Export all campaign and list data to excel. You now have the ability to download a snapshot of all the stats visible at a point in time from the Campaign Manager screen.

All of the great functionality mentioned above saves to your account automatically. Don't worry, these are changes that only apply to you, so you won't effect what anyone else sees on the page.

  • Page level tag filtering. If you use the tagging feature, you can filter the page by one, or many tags, to quickly and easily see the information you require.
  • Page level Digital/Non Digital filtering. For those customers that have digital campaigns, you can filter the page to all digital/non digital, to make managing those campaigns easier.

For information on all these features and the general page, see this guide.


Admin/Import Leads

Call-back deletion. Clients are wanting more functionality around what can be kept/removed when importing leads. You now have the option to keep or remove callbacks when you are importing data when using the "Delete Existing Records" option. This is really useful for your users to not lose their callbacks as part of the upload process. See the Import Leads guide for more on this.

Added Default Features

We have added several features available by default to all clients in this version! Some of these features are currently in use by existing clients and have helped them enhance what the system can do for them. Take a read of the below and hit the links for guides or get in touch with the team to find out more.


Custom Data Fetching

Custom Data Fetching (CDF) is a powerful feature that allows you to extend the fetching strategy of the MaxContact system to contact certain leads based on customizable rules using your data. User guide.


There are numerous examples of how businesses might want to filter their data.
1. I can filter my data to dial certain postcodes.
2. We want to target customers of a specified age range.
3. Only contact those customers who's outstanding balance is above our threshold for contact.
4. I want to filter out all those leads who's contract doesn't expire next month.


Tagging
The main purpose of tagging is to give a role visibility of information specific to them without them being able to see information they don't need. User guide. Examples of using Tagging.
1. We have multiple sites which shouldn't see each others data.
2. Our teams are dealing with different campaigns within the business.
3. I want to control who has visibility of information within specific pages of the system. 
Wellbeing
We have developed a feature to try and help improve the wellbeing of all users of the platform, whether they are in the office or otherwise.  Our aim is to bring wellbeing to the forefront across three different aspects: drinking water, awareness of body position, and encouraging proactive mindfulness, whist remaining unobtrusive.   User guide. 


Dynamic Nailup
The dynamic nailup feature allows users to handle inbound voice interactions with more flexibility. Users no longer need to be permanently nailed up to automatically receive inbound calls. Users can now opt to accept or reject an incoming offered call. User guide. 
Virtual Queues
Having a virtual queue setup on your system allows you to reduce your wait times for inbound queues as well as providing a better customer experience, due to not having to wait on the line until someone becomes available. When a customer calls one of your inbound numbers, you can offer them the ability to leave their number in the queue rather than waiting. The customers number will stay in the queue until it gets through to an agent at which point, the system will ring the number. Upon answering, the customer will be connected to a user. User guide.



Product Updates

To give you greater visibility of changes we have made in this release, please find below details of fixes, changes and enhancements to the product.


User Portal/Web Agent

External Transfers. For customers that transfer calls to 3rd parties there were times whereby a transfer, if it failed, could route back to the user who initiated the transfer, this would cause confusion for the customer and user.

User logout issue. In some race circumstances, users could get stuck in the system and not be able to complete any action when handling digital interactions. This circumstance has now been accounted for so this issue cannot occur in the future.

Address book calls. In certain circumstances, call queues were not being blocked when a user was handling a Webchat interaction, resulting in the user having 2 interactions that require immediate response. This has now been updated so that this can no longer occur.

General UI. A number of minor UI defects have been resolved within the Web Agent Portal.


Manager Portal/Data

Record History. When reviewing digital interactions on record history, there were some cases where the incorrect number of messages sent was displaying. This has been resolved to show the actual number of messages sent between a user and a customer.

Record History. For clients that utilise Customer Satisfaction and require the ability to filter these on Record History would face issues at times. This has been updated so this will now function for all users.


Manager Portal/BI

Virtual Queues. When Virtual Queues was introduced, a number of new stats were created so the number of Virtual Queue calls could be monitored within Dashboards and Wallboards. A statistic wasn't added at the time but we have now added this. This is called VQ Right Party Calls and can now be added to your Dashboards.


Manager Portal/Reporting

Report dropdown order. An update has been made to reports that have a Campaign parameter dropdown to order these in alphabetical order to make locating a campaign as easy as possible for users.

Report Scheduler. For customers that schedule reports to be sent from MaxContact, there were instances seen where reports sent would have an incorrect start or end date. This has now been resolved for all reports and schedules, no changes are needed by our clients to benefit from this.


Manager Portal/Settings

Custom Data Fetching. For international clients that utilise Custom Data Fetching, there was an issue with date time fields being inadvertently updated with incorrect information. This has been resolved.

Inbound Call Mapping. Within Manager Portal there is the Inbound Call Mapping plans page. This page was replaced by the Inbound Numbers page a while ago, due to this the Inbound Call Mapping plans page has now been removed from the product.


User/Applications

Chat application update. Rename jQuery alias to maxQuery in the chat application as a small number of clients who utilise a 3rd party web solution provider had a compatibility issue.

Database Updates

For clients that use the MaxContact replication database, the below changes have been made.

  • The acd_session table has a new column added called right_party_contacted_virtual_queue which has been added following the addition of a new stat to show the number of Right Party Connect calls for Virtual Queue in Dashboards.  The field is an integer and defaults to 0.
As well as the highlighted areas above, there have also been some 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.