October 18, 2021 – Contact Center Time Zones: Agent/Teams Time Zones – Scheduled for Oct 26

Introducing, two new settings will be added to the Contact Center Admin portal: time zones for agents and teams. You will be able to access the new setting through the agent configuration page (navigate to Configure > General > Agents).

Highlights

  • There will be two new settings in Contact Center Admin Portal. Navigate to Configure > General > Agents to access the settings.

    • Teams time zone: Pre-set to the Account time zone by default, but you will be able to change it as needed.

    • Agents time zone: Pre-set to the Agent’s Team time zone by default, you will be able to change it as needed.

  • The list of time zones will be the standard ones for the system, i.e., the same ones used for the Account time zone.

  • Only the following users will be able to modify the Team and Agent time zones:

    • System administrator (sysadmin/spadmin)

    • Any agents with the permission to Change offices, teams, and agents.

  • Agents will be able to see their assigned time zone by accessing their profile on the My Profile page, but will not be able to modify it. The setting will be read only.
    Important: Only the authorized users will be able to modify an Agent’s time zone, and only from the Configure > General > Agents page.

  • The Agent time zone will define the date and time displayed throughout the portal pages.

    • The date and time will be resolved according to the Agent time zone. There will be no special indication of the time zone in the UI.

    • Here is the list of affected portal pages.

Page name

Illustration

Notes

Monitoring

Metrics Dashboard

Executive Dashboard

The Call Volume section will reflect the Account time zone. Users will see a notification in the UI about it.

Recordings Search (voice)

Recordings Search (chat)

Recordings Search (voicemail)

Recordings Search (email)

Recordings Search (external recordings)

Audit Trail

Manage Callbacks

Manage Suspended Emails

  • Only the Received and Suspended columns will be recalculated in the Agent time zone.

    • The Due column will remain in the Account time zone because it does not indicate time.

MS Teams Integration

  • Changes to the Foundation Reports.
    Important: The change is ONLY applicable to the reports that have (Foundation) in their name. The remaining reports will continue operating with the UTC system time zone.

    • Agents will be able to select a time zone for the report start date and end date in two locations.

      • In the Historical Reports section.

      • In the Scheduled Reports section.

    • Reports will be generated based on the indicated date/time and time zone.

    • The selected time zone will be appear in the report output formats:

      • PDF
        Important: There will be no time zone indicated in the CSV version of the Data export.

      • Excel.

How do I get this feature?

  • The new feature will be automatically available for use.

  • No intervention is required from a Service Provider.

October 15, 2021 – Updates to Easy IVR: Easy IVR Version 2.0 – Scheduled for Oct 29

Introducing, Version 2.0 of Easy IVR includes exciting new additions: a new direct-to-queue IVR wizard, and a dequeue option for all queues.

Highlights

  • You will be able to choose one of two options when configuring an IVR: Menu (which is currently set by default) and Direct-to-queue. Here are the differences between the two wizards:

Wizard Tab

Menu IVR

Direct-to-queue IVR

Differences

General

The Direct-to-queue IVR has no Welcome prompt or Language menu. You can only select one language for Direct-to-queue.

Menu/Queue

The Direct-to-queue IVR has no menu options because there is only one queue. Therefore, the Direct-to-queue wizard does not have a Menu prompt or Menu options.

Off-hours

The Direct-to-queue IVR has no after hours choices for a Main menu because there is only one queue.

Schedule

The Direct-to-queue IVR has no Main menu because there is only one queue.

Note: when an end-user is transferred from a Menu IVR into a Direct-to-queue IVR, they will go straight to the queue set up for the IVR, rather than be presented with a menu of options.

  • The dequeue option for all queues will include the following features: callback, voicemail, and blind transfer. Here is how it will work.

    • When you set up a queue, you will have the ability to configure a dequeue option for the queue. Then, you will need to set up one of three options for dequeuing: callback, voicemail, or blind transfer.

      • Callback: You will need to upload two Prompts per language in the IVR. The first prompt will be for a request to enter a phone number and press the pound key. The second prompt will be played after the caller has entered their phone number. In addition, you will need to select a Caller ID.
        Note: You will be able to see the default callback setting by mousing over Settings.

      • Voicemail: It will work as it does currently.

      • Blind Transfer: It will work as it does currently.

Note:

  • An end-user will be given the option to dequeue instead of waiting in queue. The dequeue option presented to the end-user will be one of being called back, leave a voicemail message, or be transferred to a different number, depending on which options you set up as the action to take when dequeuing.
  • If the end-user chooses to be called back, they will hear the first prompt you set up, then they will enter the phone number at which they want to receive the agent’s call (entered digit by digit) and press the pound key when done, and then they will hear the second prompt you set up. The call drops after the second prompt is over.

How do I get this feature?

  • The new feature will be automatically available for use.

  • No intervention is required from a Service Provider.

October 13, 2021 - Dynamic Notification Tool: Folders for campaign structuring – Scheduled for Nov 2

Introducing, The Dynamic Notification tool Campaign Management page will have folders for campaign structuring to better organize your campaigns.

Highlights

  • The left pane will display a tree view of folders with campaigns, with all the campaigns that belong to the folder displayed in the right pane. For example, the top image shows all campaigns, while the bottom image shows only the campaigns saved under the subfolder Alabama > 2019.

  • You will be able to create folders:
    • New buttons for campaign creation will be added to the campaign list page.
    • All accounts will have a predefined Default folder.
      Note: You will NOT be able to change the name.
  • You will be able to create subfolders within your folders, and subfolders within the subfolders. The maximum number of nested folders allowed will be ten (10).
    • To create a subfolder, you will select a folder in the tree view, and then click Create folder.
    • You will be able to give the folder a name.
    • Folder Default will not have any subfolders, so the buttons for new folder creation will be disabled when you select this folder from the tree.
  • Campaigns display:
    • When you select a folder from the tree, all the campaigns associated with the folder will appear in the pane to the right.
      Note: Campaigns associated with the selected folder’s subfolders will NOT be displayed.
    • To see the campaigns from the selected folder’s subfolders, you will need to select the subfolders.
    • Selecting All campaigns in the tree shows all the campaigns registered to the account.
    • As with the current version of the Dynamic Notification tool, you will only be able to see active campaigns by default. To see archived campaigns, you will need to click the Show archived checkbox.
  • Campaign creation:
    1. When you click the Create folder button to create a new campaign, the new folder will be created as the subfolder of a selected folder.
    2. If you have selected All campaigns in the tree when you click the Create campaign button, the campaign will be associated with the Default folder. In other words, you will be able to see such campaigns when you click the Default folder in the tree.
  • Campaign search:
    1. You will be able to conduct searches by entering a search query in a designated textbox, and then choose whether to search within the currently selected folder, its subfolders, or all across all campaigns.
    2. The text entered in the search box will be highlighted in the results.

How do I get this feature?

  • The new feature will be automatically available for use.
  • No intervention is required from a Service Provider.

September 2, 2021 - CC REST API: Updates to Dynamic Notification Tool Endpoints – Scheduled for Sept 14

Introducing, The dynamic notification tool endpoints will be modified to accept five new parameters.

Highlights

  • The following endpoint will be modified:
  • get /v2/dynotes/campaigns/

    {campaignId}

    /contacts
  • The change will allow five new parameters to be added in the querystring to filter contacts:
    • listName
    • creationDateUTCFrom
    • creationDateUTCTo
    • deliveredDateFrom
    • deliveredDateTo
  • The parameters will be optional. However, if you want to filter by Creation Date, you must supply both creationDateUTCFrom and creationDateUTCTo
  • Similarly, if you want to filter by Last Delivery Date, you must supply both deliveredDateFrom and deliveredDateTo
  • The endpoint without querystring will work as before.

How do I get this feature?

  • The new feature will be automatically available for use.
  • No intervention is required from a Service Provider.

August 10, 2021 - CC Time Zones: Account Time Zone propagation from HostPilot to Contact Center Control Panel – Scheduled for Aug 11

Introducing, ACCOUNT TIME ZONE PROPAGATION FROM HostPilot TO CONTACT CENTER CONTROL PANEL. Currently, account time zones are set in two different places:

  1. HostPilot: Accessed through Account > Company Information. The system uses it to calculate times for emails to AD users, among other tasks.
  2. Contact Center Control Panel: Accessed through Configure > General > Global Settings. This setting is used by Contact Center Pro and Elite features and objects

Highlights

  • Account time zone in Contact Center Control Panel will be propagated from HostPilot:
    • During installation of the Contact Center Pro or Elite account
      During updates to the account time zone in HostPilot
  • The drop-down menu for the account time zone in the Contact Center Control Panel will be disabled (read-only).
  • There will be a UI notification in the Contact Center Control Panel shown only to Admin contacts with the role sysadmin (spadmin) (i.e., those logging in to Contact Center Control Panel from HostPilot via SSO). The notification will indicate that the account time zone change is possible from HostPilot only.

How do I get this feature?

  • The new feature will be automatically available for use.
  • No intervention is required from a Service Provider.

July 13, 2021 – Upgraded WebChat – scheduled for August 12-16

Introducing, NEW WEBCHAT STYLING. The chat queue with updated styling will receive new functionality (editable agent title, clickable URLs in messages, message preview when chat is minimized).

The planned dates for this release are as follows:

  • CAN – 12 August
  • USA – 16 August
Highlights
  • Users (admins running chat configuration) will be able to customize the agent title shown in the chat application itself and chat preview widget in the Contact Center Admin Portal. The current title, Consultant, will continue to be used by default, but admins will be able to set a custom one. Configuration is per chat queue.

  • Whenever an agent sends a link (URL) in their message to a chat visitor, the link will appear as clickable in the chat application. No need to copy and paste the link from the chat message to the browser. The system will recognize the URL in the message based on the following conditions:

    • The text starts with https:// or http:// 
      OR

    • The text has www. + a domain name, such as *.com, *.net, *.org

    Note: The change WILL NOT apply to the CCA desktop client (used by agents). Links/URLs will remain non-clickable in CCA (e.g., when the site visitor sends a link/URL in his message to the agent).

  • When the chat visitor has a chat conversation with the agent and then minimizes the chat app (the session is not closed), then all new incoming messages from the agent will appear as a preview above the minimized chat icon.
    Note: Before this change, the system would maximize the chat app whenever a new message from an agent is received. With the change, the chat app will remain minimized and incoming messages will appear as previews.

How do I get this feature?

  • The new feature will be automatically available for use

  • No intervention is required from a Service Provider

June 30, 2021 – Upgraded WebChat – scheduled for July 6-7

Introducing, NEW WEBCHAT STYLING. The chat queue with updated styling will receive new functionality (close chat session, send chat transcripts, user data prefill).

The planned dates for this release are as follows:

  • CAN – 6 July
  • USA – 7 July

Highlights

  • End-users (site visitors) will be able to end the dialog and close chat session.
  • When the chat dialog between site visitor and agent ends, a message will appear to send a chat transcript to the visitor's indicated email.
    • The feature is enabled Admin Portal first, under Configure > Inbound Chat > Chat Transcript Settings:
      Chat transcript settings
    • There are two scenarios when the chat sessions ends: the visitor ends the chat or the agent leaves the chat. The user will receive a prompt with transcript delivery in both cases (provided the feature has been enabled in Admin Portal).
    • A transcript can be sent out only when the current chat session ends. In other words, if the user ends the dialog without providing an email for the transcript, they will not be able to obtain the transcript later.
    • A chat transcript will contain the conversation between the site visitor and an agent (excluding the agent-to-agent conversations in whisper mode).
  • Whenever the site visitor enters data in the data collection form in the chat (for example, first name, email address, or phone number), a record of the data will be stored in the browser cache. Next time the user revisits the website with our chat (using the same browser), the system will remember the user data and prefill it in the chat data collection and other forms. If needed, the user will be able to edit the prefilled data before submitting the form (the system will track the updated information in the cache). Note that if the field is new and the user never provided information previously, the field will not be prefilled.


How do I get this feature?

  • The new feature will be automatically available for use
  • No intervention is required from a Service Provider

April 13, 2021 - Upgraded WebChat/ICR - scheduled for Apr 27

Introducing, NEW WEBCHAT STYLING. Chat queue and ICR will have an updated styling feature. The functionality remains the same, but the look is clear and modern.

Highlights

  • Chat queue settings: Updated Styling tab
  • Chat queue: New preview available on the Styling tab. The preview reflects all the settings and gives an understanding of how the chat appears on your site
  • ICR settings: Updated styling tab
  • ICR: New preview available on the Styling tab. The preview reflects all the pages and the chat queue when a button appears that leads to a chat queue
  • Mobile experience out-of-the-box
  • Existing chat queues and ICRs will not be upgraded.

January 5, 2021 - NOW AVAILABLE FOR DOWNLOAD - Desktop Call center Agent (CCA) Version 12.6

The Desktop Call Center Agent (CCA) version 12.6 is now available for download and installation for all accounts hosted in our TOR and UK centers. Visit the Client Software page in your Administrator Portal to download.

What’s new in this version:

  • Enhancements: Added support for file-based communication for all CRM connectors. Added support for OKTA as identity provider (SSO).
  • Bug Fixes: Fixed a bug that could cause wait time for suspended emails to be displayed as a negative number. Fixed a bug that caused classification information to not be sent to CRM connectors under certain conditions.

2020

November 24, 2020 - Easy IVR - scheduled for December 1, 2020

IVRs, or Interactive Voice Response systems, are important in any organization that handles a significant number of callers, such as contact centers. Having the ability to quickly and easily design IVR applications is important for the smooth operation of such organizations.

Introducing, Easy IVR. This is a new feature of our Contact Center system. It does not replace IVR Studio Express, but helps design IVRs in a faster, less complex way.

Highlights:

  • Accessible through Administrator Portal (i.e., Easy IVR is embedded in Admin Portal and there is no need to open a new window).
  • Helpful wizard guides through each step of the design of the IVR application.
  • User-friendly UI

How do I get this feature?

  • The new feature will be automatically available for use.
  • No intervention is required from a Service Provider.

September 15, 2020 - Evaluator Reskin

  • Table columns have been expanded to make the content easier to read
  • Thumb up/thumb down icons have been replaced with emojis
  • Softer colors have been implemented to make it easier on the eyes.

September 1, 2020 – Dynamic Notifications Update; Additional Caller ID; Desktop Caller Center Agent Update

Dynotes SMS Acknowledgement and SMS Opt out: System administrators with access to creating and editing campaigns can now define how contacts should respond to SMS messages sent by the campaign, or what actions the system should take when the contact sends an unexpected reply or the contact wants to opt out of the campaign. 

  • Manage acknowledgements after you’ve created the campaign
  • Configure up to 5 expected responses with any of the following options: Acknowledge and do nothing else, Acknowledge and send to Chat Queue, Acknowledge and Send to Email, or Opt out of the campaign
  • Configure the message to send when the contact replies with an unexpected response and configure the number of tries that the contact can send an unexpected response
  • Configure the message to send and the actions to take when the contact has exceeded the number of tries for unexpected responses: Ignore, Send to queue, Send to email, or Send to web service endpoint.

Additional Caller ID: 

  • Manage a list of caller ID numbers that teams of agents can use when making outbound calls
  • Provide descriptive names to the caller IDs so that call recipients can see who is calling. 

Desktop Caller Center Agent (CCA) Version 12.4.40:

  • Chat functionality was enhanced to support the following scenario: User A creates a session with User B, but doesn’t send any messages. User B then creates a session with User A. In the previous version, User B would have received an error and would not have seen a chat window. In this new version, User B sees the chat window and can send a message. User A receives the message in the existing chat window
  • Classification information window has updated logic. Now, caller-type dependent fields (acct, claim, provider) are displayed and their enabled/disabled status is updated accordingly when displaying the information.