The following features and enhancements were introduced in previous versions:
The new Customer Experience release introduces key enhancements based on customers feedback. These improvements include changes to the user interface and some new capabilities:
- Ability to access the repeated calls count: Have you ever wanted to access data regarding the repeated calls from the same number? How many calls have I received from this caller in the last four hours? Has the caller left a voicemail or dropped the call abruptly? Did an agent respond to these calls and help resolve the issue, or are these spam calls?
We have introduced a new filter in the Recent Calls dashboard which helps in tracking the repeated call count. With this filter, you can track spam calls directed to the contact center, detect the poor response from the call center agents, and find out whether the issue was resolved after the first call. Select Recent Calls > Repeated Calls Count to find out the number of times a call was repeated (coming from the same caller's number) within a specified time.
- Improved searchability of downloaded reports: For easier locating and archiving, today's date and time stamp is appended to all downloaded files such as the Recent Calls summary file (Recent Calls Summary 12-07-2017 13-46-09.xlsx).
- Ability to Filter Call Direction and Call type: In Recent Calls, call type is now split into two filters: Call Direction and Call Type for better granularity of data:
- Call Direction: Indicates if a call is inbound or outbound.
- Call Type: Indicates if a call was queued, an agent-to-agent call, routed to an agent directly, made for verification, etc.
See the full list and description of the call types.
- Ability to search in Recent Calls: Looking through pages of data is time-consuming. You can use the free-text search capability for a quick search on all columns in the current page. The search box is applicable to Recent Calls and Post Call Surveys Detailed Responses tabs.
- Ability to view Mute Counts in Recent Calls: Added a new column setting called Mute Count. It shows the number of times an agent has muted a customer. The ability to count the number of mutes can address the need for Hold and Mute SLA reports, or detect any undesirable behavior by agents who may mute customers to fake one way audio. Agents have the option to put their callers on hold while listening to a music or message instead of mute.
- Access to separated call's date and time data: The date and time appears in two separate columns for easy sorting with the following format: date (MM/DD/YYYY) and time (HH:MM:SS). You can sort the information by date but not time. The new format also appears in the Call Flow, and throughout the application.
- Improved filtering of Recent Calls: You can filter verification calls, outbound calls that are not routed via queues, and calls abandoned in IVR before entering a queue using the two newly introduced filters: No AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. Involved and No QueueA queue is an ordered collection of interactions waiting to be served by agents qualified to respond to these interactions. In addition to enabling the call center administrator to customize how incoming interactions are prioritized and routed, queues also ensure that interactions are never lost or discarded. Involved. The filters appear under TenantYour unique and secure contact center instance running on a 8x8 platform. You use the Configuration Manager to create and configure all aspects of your contact center's resources and operational behaviors, including groups, incoming channels, queues, agents, routing scripts, skills, monitoring, recording, and reporting. > Agents and Tenant > Queues drop-downs. The call center managers can get a report on how many of their incoming calls fail to go to any queues or agents. It helps figure out the caller's behavior, or to verify if the IVR is behaving as designed.
- Ability to access the Pie Chart timing break-down: The Call Flow pie chart shows a call's time break-down. The pie chart is read clock wise and follows the coloring of the legend: IVR Treatment Time, Wait Time in Queue, Hold time, Mute Duration, Handling Time, and Application Processing Time. The Application Processing Time is the total time of a call minus other times spent for IVR treatment, wait time in queue, etc. during a call.
You can collapse or expand the IVR events by clicking + or - next to the IVR icon. Collapsing the IVR events allows the call center managers to focus more on an agent's call interactions in a call flow. The agent(s) name(s) are presented in the Call Timeline along with the customer's name for each leg of the call.