16 posts tagged with "Supervisor"

This release brings further improvements to resilience and new supervisor tools.

Change log​

New functionality​

1. Added support for WebRTC and external agent extensions, enabling agents to use a valid configuration for both desktop and mobile agent applications without supervisor intervention. This is now displayed in the administration portal under an agent profile’s user details. You can now specify a phone number, and the WebRTC extension will be displayed alongside it.

2. The chatbot integration API now provides message status notifications. Read more in our developer documentation.
3. Added the option to hide a campaign’s additional CSV fields from agents, allowing campaign administrators to retain valuable data without exposing it to agents.

4. We’ve added the option for supervisors to log out an agent even when the agent is busy with a task. This can be useful when the agent forgets to close a task and leaves, when a task becomes unresponsive due to a system error, or when an agent stays in a lookup task too long. In the administration portal, go to Realtime reports > Teams Reports > Agents, find the agent, click Change state, and select Logout. Once confirmed, the agent will be logged out immediately.

Improvements and adjustments​

1. Fixed an issue where empty completion codes could be set at the channel level.
2. Fixed an issue where a TTS message failed to play when the TTS text was replaced with a much longer version.
3. Fixed an issue where Microsoft Teams users would experience duplicate Teams pop-ups when initiating a call from our CRM widget.
4. Fixed an issue where postponed records in a predictive campaign retained the predictive execution mode instead of falling back to preview.

This release lets campaign administrators cancel records after a nuisance call on predictive campaigns and adds an API for managing do-not-call lists.

Change log​

New functionality​

1. We've added a new public API endpoint to programmatically manage the Do Not Call lists. This allows integrators to synchronize their Graia CCaaS list with external systems they have, or with government lists.
2. Nuisance call treatment for predictive campaigns. Previously, nuisance calls were automatically postponed and had their dialing mode switched to preview. With this new configuration, campaign administrators can change the default behavior to cancel the record instead.

Improvements and adjustments​

1. Performance improvements for chat workflows.
2. Fixed an issue where removing an attachment from an email being forwarded also made it unavailable in the conversation history viewer.
3. Fixed a display issue on the administration portal where customer import jobs showed an unknown state.
4. Fixed a display issue where Task History filters for supervisors were displayed incorrectly on some screen sizes.

This release introduces new agent management tools and stability improvements.

Change log​

New functionality​

1. Disable outbound capabilities per agent: You can now disable the ad hoc outbound capabilities for a specific agent. This means the agent will no longer have the lookup option, cannot re-open email threads from their Task History, and the Website visitors tab is hidden, blocking outbound chats. Typical outbound calls via campaign tasks are not affected by this feature.

Improvements and adjustments​

1. Additional redundancy for voice services.
2. Further resilience improvements for reporting.

This release brings new campaign management tools, additional KPI for realtime reports and voice related stability improvements.

Change log​

New functionality​

1. Voicemails are now displayed in the administration portal. Voicemails left by customers through the Voicemail node are now displayed in the administration portal. Supervisors or team leads can now see their details, playback voicemails and download them via the dedicated menu item. Each voicemail is displayed as a separate row in the list, even if there are multiple voicemails for the same conversation. Users may search for voicemails by conversation ID or customer phone number.

2. We added a new KPI for email-heavy businesses. You can now view, in the team reports, the total emails sent by your team as well as per agent in the agent view. This KPI is displayed at a glance, even if the agent card is expanded.
3. Automatically move agent to a selected break when entering lookup task mode. As a supervisor or team lead, you can now configure an option to automatically move agents to a break code you choose when they open their lookup task. This break code is not visible in the agent application as a selectable option and is automatically cancelled when the lookup task ends, without moving the agent to break. This is particularly useful if your agents perform back-office tasks and they should not be disturbed with an inbound task while they are in a lookup task.

4. Change predictive campaign dialing mode to preview. While operating a predictive campaign, you may decide that the campaign is not very efficient due to low agent count, or it already achieved its purpose, in which case, from the predictive settings, you may switch the campaign back to preview, without having to create another campaign. You can switch back to predictive at any time, but records already in progress are not affected by the change.
5. In some cases, the default music for customers waiting in the queue to be connected to an agent when using predictive dialing mode is not the best approach. For this, we introduced the option to disable it completely via the predictive settings, in which case, the customer will not hear anything until connected to an agent.

6. We introduced the option to enable queue timeout for predictive campaigns. When enabled, the timeout can be set from 0 seconds (a single attempt is made to connect the customer with an agent before abandoning the call) to 60 minutes. Customer calls terminated by a queue timeout will be considered a nuisance, the record state will become postponed and their dialing mode will be switched to preview.

Improvements and adjustments​

1. Fixed an issue where a predictive campaign record was being set to Rescheduled instead of Postponed when the call was flagged as a nuisance call.
2. Fixed an issue where the Language profile creation modal was not scrollable on small screens.
3. Fixed an issue where the CSV export for historical conversation reports was missing some fields.
4. Fixed an issue where announcements could not be stopped if there was a transfer happening while the announcement was playing.
5. Fixed a rare issue where an agent could receive two calls at once.
6. Further resilience improvements for outbound calls.

This release brings bug fixes and improvements to voice stability.

Change log​

New functionality​

1. Earlier this year we introduced support for agent-side greetings and announcements with limited scope. In this release we are extending the scope by enabling these agent-side announcements for outbound calls as well, including ad hoc outbound calls, campaign calls (all types). Greetings and announcements are not supported for translated calls, consults and conferences.

2. We've added sentEmailCount to the OData feed, allowing Power BI developers to create reports showcasing the number of emails sent by an agent per a given time period.

Improvements and adjustments​

1. Further stability improvements for voice announcements.
2. Fixed an issue where the supervisor could not speak to the customer if the agent the supervisor was monitoring was on mute. This issue occurred only in specific circumstances.
3. Fixed a validation issue where invalid email addresses could be saved for customer records by the agents.
4. Further resilience improvements for business hours handling.