Summary
Omnichannel
Smart routing actions: new “Prioritize” parameter in the “Distribution to queue” action.
- New action: detect keywords (in the email’s subject or text). Up to 10, each of them being an outgoing branch (link). You can use variables with them.
- New action: email transfer, with or without modification.
Messaging
- Telegram is now available in the messaging channel, with the same features as for WhatsApp and Facebook.
Reporter
- New custom datasources: you can now create your own data source and import your data in .CSV format at any time.
The newly created data source has access to all Reporter functionalities (CSV export, exploration, KPIs, scheduled reports, dashboards, etc.).
Additional changes
Reporter
- New regex filters for unique columns (ID, batabases/CRM datasources, etc.).
- Brand new KPI templates.
Incoming call distribution:
- Incoming calls per user.
- Answered calls per user.
- Average hold time (AHD).
- Average post-call duration.
- Average treatment time (ATT).
- Number of calls, service quality (SQ) and service level agreement (SLA) / date.
- Number of calls, SQ and SLA / queue.
- Number of calls, ACD, after call work (ACW), hold and ATT / date.
- Number of calls, ACD, ACW, hold and ATT / queue.
- Number of calls, ACD, ACW, hold and ATT / user.
Outgoing call distributions:
- Average post-call duration.
- Average handling time.
- Number of outgoing calls, answered and abandoned / date.
- Number of outgoing, answered and abandoned calls / queue.
- Number of outgoing, picked up and abandoned calls / user.
- Number of outgoing calls, ACD, hold and ACW / date.
- Number of outgoing calls, ACD, hold and ACW / queue.
- Number of outgoing calls, ACD, hold and ACW / user.
- Summary of outgoing calls by user.
- Summary of interactions / user.
Quality of life
- Autofill for login, password and automatic connection can be set in the URL.
UX
- Improved KPI placement (Reporter).
- You can now add one, some or all holidays to your calendars in the Maker!
And some bug fixes.