What's new
New call widget
...
Call Centre
- Complete revamp of the agent widget (1)
- Added the ability for an agent to control their presence (online, offline, do not disturb)
- Only answered calls need to be dispositioned by the agent
- Added the ability to easily switch between campaigns
- Added a full phone keypad
- Added a debugging panel
- Better call end reasons (2)
- Track ring time and talk time per call
- Log SIP.js end reasons onto calls
- Call centre dispositions can only be used for calls made outside of campaigns
Campaign Manager
- Added new settings on campaigns (3)
- Added ability to automatically disposition calls for specific end reasons
(1) Complete revamp of the agent widget
We decided to move away from a small widget at the bottom right of the screen and dedicate 20% of the screen width to a better and more usable call widget.
Besides the actual user interface improvements, the new widget adds the following features:
- Ability to change agent presence (online, offline, or busy)
- Easy switching between campaigns
- Only calls that were answered have to be dispositioned
- Automatic dialing (agent may choose or it's forced)
- Campaign settings configurable by agent (open form view, wrap-up time)
- Full phone keypad
- Debugging panel
...
Below is a screenshot of the old call widget in version 1.6 and the new widget.
(2) Better call end reasons
Before this version it was possible to see that a call was hung up, rejected or cancelled, but not who (the agent or the callee) hung up, rejected or cancelled the call. We now introduce introduced the following end reasons:
- Hung up by Agent
- Hung up by Callee
- Rejected by Agent
- Rejected by Callee
- Busy Agent
- Busy Callee
- Cancelled by Agent
- Cancelled by Callee
- Call transferred
- Error
We now also track the ring time and talk time for each call, plus there is a bunch of extra information about the call on the "Extra" tab on the call log form view. We also added the ability to stream call recordings instead of downloading them.
Campaign settings
We've added extra campaign settings.
...
(3) Added new settings on campaigns
The layout of the campaign settings tab has been changed as can be seen on the screen shot below. A very relevant change is the "Force auto dialing" checkbox is checked. The agent also has the ability to set their own wrap-up time as long as their setting is lower to the which will force turn on automatic dialing for all agents who join a campaign. The "Max agent wrapup time" value can be changed to a lower value in order to decrease the time agents wait in between calls before automatic dialing will continue.
There is also a setting to decide whether agents must disposition all answered calls, or whether TaskFlow should disposition automatically after the agent's wrap-up time has been exceeded.
Since agents do not have to disposition calls that weren't answered, you have the ability to select dispositions for specific end reasons.
A manager can also choose whether agents should disposition all calls (meaning automatic dialing is paused until the previous call is dispositioned) or whether the call should be dispositioned automatically so that automatic dialing can continue. We've also added settings where managers can decide which dispositions should automatically be added to calls based on the end reason of the call.
Technical release
...