Here are the highlights from our latest release.
Our newest user interface that agents work from. It’s streamlined, intuitive and helps agents make more calls and get through engagements faster. It’s voice and chat from the agent’s perspective.
We’ve been busy on other parts of the platform and there’s nothing to update on the CF Agent side of things at this time. Continue to follow release notes for future updates or reach out to your Customer Success Manager with any questions.
This is the nuts and bolts of our configurable, feature-rich, suite-style contact center solution. CF Admin provides you with the platform and features you need to successfully operate and optimize your contact center, so you can create better customer experiences.
Agent Disposition added to Global Call Type Detail
The Global Call Type Detail is one of our most used reports, and many of us wished it surfaced even more helpful information. As a first step, we have added the agent disposition to the call list view, giving you pertinent call results without having to go into the details of each call. We expect to make more exciting updates to this report, so stay tuned! Note that this update only applies to the HTML view of the Global Call Type Detail report available in the Realtime Reports section of Reporting.
New pass actions for campaign pass dispositions
Did you ever wish you could setup voicemail detection for just the first and second campaign pass, rather than for the entire campaign? Now you can do just that. Where you used to configure pass dispositions, you can now setup pass actions, like voicemail detection, for each pass. You can also configure pass actions to apply to a range of passes, say 1-3. Pass dispositions and other previously available pass actions can now be configured for a range of passes, too.
Inactive queues were displaying as options to choose in several queue event configuration locations, which not only cluttered things up, it also caused problems if they were selected (calls would not requeue to an inactive queue, for example). Now, you won't see inactive queues where queues can be selected, which will help make picking the right queue that much easier.
Next callback time for agent callbacks will now be in sync between Admin and Agent platforms (was displaying two different times). We have also added logic that will bump the callback time for an agent callback to the next day if the lead has reached its max daily pass count.
Built specifically for contact center supervisors, this interface gives supervisors all the functionality of CF Agent plus more. They’re able to monitor and coach individual agents’ calls and chats or their entire contact center floor.
We’ve been busy on other parts of the platform and there’s nothing to update on the CF Supervisor side of things at this time. Continue to follow release notes for future updates or reach out to your Customer Success Manager with any questions.
Our advanced reporting features such as historical reporting and real-time dashboards allow you to create dynamic, information-rich custom dashboards or leverage our out-of-the-box reports to gather deep data on your contact center.
We’ve been busy on other parts of the platform and there’s nothing to update on the CF Analytics side of things at this time. Continue to follow release notes for future updates or reach out to your Customer Success Manager with any questions.