The 5.0.2 update introduces the new Campaign Manager as the default view of this page, access to the 'legacy version' is still available. The update also brings 2 new default features as well as numerous fixes, changes and enhancements.

Updated Page

Manager Portal/Campaign Manager default change

The new page has been available to clients for the last 2 versions as an option. With this in mind, the legacy version of Campaign Manager is no longer supported and won't be around for much longer, this means you will now see the new Campaign Manager page by default. The old page will still exist for users but will be removed from the product in a future update.

Added Default Features

We have added two more features available by default to all clients in this update. These features are currently in use by some existing clients and they have helped enhance what the system can do for them. Take a read of the below and hit this link for the Import Leads guide containing more information or get in touch with the team to find out more.

Data/Import Expiry

With the import expiry feature, you can set data to automatically expire on a certain date or within a certain number of days.

Use case examples - A BPO has been told by their client that they only want data dialled until a certain date. Debt collection clients can use this when the only want to keep trying a customer for a certain period of time or until a set date.

Data/Lead Level Number Presentation

This feature gives you greater control over which CLI you choose to present. During the import process, when mapping data to fields in the lead table, you can map a CLI to the 'Number Presented' field. When you then call those leads from the system, you will present that CLI to the customer, rather than the number from the campaign. 

Use case example - My contact centre calls customers on behalf of multiple organisations. When I call from a campaign, I need to present the different organisations numbers for the relevant leads for when they want to call back.

If you would like to add more numbers to the system, please contact the support team.

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

Web chat. When branching Webchat messages, certain circumstances resulted in messages not being delivered to the customer. This issue has been identified and removed.

Warm transfers. For clients that carry out transfers internally, there were times whereby a transfer, if it wasn't completed, would result in the number of abandoned calls not incrementing by 1. This unfortunately resulted in stats being displayed on dashboards inaccurately and would cause confusion for the user. Due to stats being key for users this change has been added to v5.0.0 onwards for a large proportion of clients and v5.0.1 for all clients.

Manual emails. An improvement has been made in the product for how manual emails are presented to users. Users historically would be presented with the email they had sent and then would need to close and then disposition. This has been improved so as soon as the user has sent the email, they are moved straight into dispositioning, speeding up the process.

Before

After

Manager Portal/UI

General improvements. A number of UI defects have been resolved within the Manager Portal.

Manager Portal/Management

Callbacks. In certain circumstances, the number of callbacks shown on the call back page were not being accurately reflected. This has now been updated and these will show correctly at all times.

Callbacks. For clients that remove callbacks via an API request, the call back was removed, however users would still be able to see this in Web Agent until they logged out and back in. This has been updated so that all changes are instantly presented in Web Agent. 

Manager Portal/Admin

Inbound numbers. For clients that utilise Tagging, there were circumstances where tags would not appear on the Inbound Numbers page even though the tags were correctly assigned and saved. This has now been resolved and all tags will show.

Manager Portal/BI

Wallboards. For certain users who added images to Wallboards, the images would appear when designing the Wallboard however at times wouldn't appear in published Wallboards. This has now been updated to ensure this problem doesn't occur.

Manager Portal/Data

List data manager. List Data Manager has undergone performance updates to address instances where the page would become unresponsive due to a 'stuck' movement. Although these changes have removed this specific issue and improved the tool's performance, we continue to explore additional enhancements to further optimise its functionality.

System/Configuration

Comms messages. One of the core components responsible for user status management was experiencing issues with performance when a large number of users would logout at once. The way the component handles these circumstances has been updated to ensure if this occurs, there is no degradation in service.

	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.