Summary
Maker
New feature: repository connectors. Data can be kept at INO and/or stored elsewhere. S3 and FTP(S) are available, and a test button lets you check the connection. You can store data from voice mailboxes, queues, IVR recorders and campaigns (voice only).
Omnichannel
- Timing of interactions on automatic acceptance: it is now possible to set a presentation duration, so all advisors can hear the ringing notification.
Supervision
- New column in “Advisors” to view the agent’s phone line status in real time.
- Addition of the agent’s “Status” column, which changes according to their actions: free, on the phone, etc.
- New “Hang up advisor calls” button for managers only. This is only possible if the agent has a call in progress. The agent gets an informative message and goes into post-interaction.
CRM
New object for Salesforce connectors: Lead.
Additional changes
Public API
New API routes are available: SMS campaigns, qualifications, CRM, repository connectors.
Banner
- Campaign call records are now available in Quality Management.
- The “from” field in an email is overwritten by the “reply-to” field if set.
Reporter
- Column formats are limited to avoid inconsistencies.
- It is now possible to generate a scheduled report on data older than 30 days.
And some bug fixes.