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.
‘Login’ WFM Event added for Agent re-connections
With the newly added agent-reconnect logic, we now have the potential for agents to be ‘logging in’ to the system out of a typical work event sequence. To provide more visibility into that, we will now be sending the ‘LOGIN’ WFM agent event on both regular logins and agent reconnects. We do not expect this to have any negative impact on current WFM integrations, but if you are concerned please reach out to either your CSM or our customer support team.
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.
'Not Live Person' updates
For those who are using the 'Not Live Person' flag on outbound dispositions, we have added a few helpful updates. First, we are now considering the 'Not Live Person' flag on dispositions in the 'Answered' column in the Real-Time Outbound widget. Now your answered count will more accurately reflect answered calls.
We also have added a new column to the outbound widget that reflects the count of calls that are dispositioned with the 'Not Live Person' flag set. If you are using this flag on your dispositions, this will give you more visibility on how your dialer is doing in real time.
And last but not least, we have updated the Connected Abandon % calculation in the custom outbound widget to accurately reflect 'Not Live Person' calls. That metric now calculates as Connected / (Connected + Abandons - Not Live Person).
Dial Groups now work better with the active/inactive filter on the left menu. Now, Dial Groups that are inactive will not display, even if they have active campaigns.
Duplicate DTMF events are no longer allowed in the creation of Queue Events. Existing events that are DTMF duplicates will be retained, but should be corrected by admins.
Percentage-based cloud routing was not limited to 100% for Standard Allocation. So we added better validation, and a simple visual calculator that allows you to see how your allocations are adding up.
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.
Before you go
Thanks for reading our latest update to our platform. If you'd like a demo on any of the new features or enhancements, please schedule time with your customer success manager or email firstname.lastname@example.org