Users can now log in to the Contact Center platform through a single login that authenticates Central, MAX, Supervisor, Contact Center WFO, and Contact Center WFM. You can also check the box to immediately launch the Agent on login.
Once logged into Central, a side navigation menu now slides out when you place your cursor on the left side of the page. From here, you can launch Supervisor or Agent, view account information, check messages, launch help, or logout. A new navigation menu is structured to include all aspects of the unified products. The unified products introduce changes to Central, including new fields in the user profile for WFO and WFM environments, a groups feature to organize your users in WFO, and security profile permissions that control access to WFO and WFM functions and reports.
New Response Code 429: Too Many Requests
Response code 429 to the REST API framework indicates that your application has exceeded the frequency of calls allowed as measured by calls per second. Verify that your applications correctly handle a 429 response by either retrying the call with a 2 second delay for at most 3 times before failing the request, or prompting the user of your application to retry the action that generated the API request.
DATA AND REPORTING
Generate Reports Using Dispositions and Tags
The following new attributes are available in intraday model and contact detail custom reports, and via direct data access: Disposition Name, Active Disposition, and Tag Name.
Generate Reports Based on IVR Data
IVR data is now available via direct data access. Because this is a new data perspective, capturing data will only begin upon initial usage of this data set. Details for both attributes and metrics relating to the IVR data model are in the data dictionary.
Increased Filter Limits for Custom Reporting
You can now add a maximum of 15 filter options per custom report. The previous limit was ten.
Commonly Used Custom Report Template Distribution
Prebuilt reporting templates are available in custom reports. These reports are labeled by type as Global reports. Commonly requested reports will be accessible by all customers. Note that these reports are not editable but can be copied and changed locally.
Contact Center ANALYTICS
Contact Center Analytics is a web application that analyzes recorded conversations for keywords to give you advanced data analysis about your contact center. It updates about every two hours to provide information about trends occurring in your environment. Contact Center Analytics comes in two versions: Essentials and Advanced.
Contact Center Analytics Essentials
Contact Center Analytics Essentials transcribes voice calls, separating the agent and contact sides of the conversation. You can search for keywords or phrases that you want to track in your recordings. You cannot view the full transcription in Contact Center Analytics Essentials; however, you can play back call recordings and use the WAV form visual to view each instance of a tag as you hear it. At the start of an instance where the agent or contact mentions the keyword or phrase, the WAV form visual notifies you of the occurrence.
Contact Center Analytics Advanced
Contact Center Analytics Advanced supports email and chat channels in addition to voice. With this version of Contact Center Analytics, you can set up tags, or keywords or phrases, that you want to track in your environment. You can also view full text transcriptions of voice calls. It analyzes the sentiment of conversations by finding certain words in the transcript and analyzing them to determine whether the conversation was positive or negative overall.
You can create expressions to perform more advanced searches of your contact center conversations. Expressions search for co-occurrences of phrases; for example, you might search for call recordings that contain instances of both "billing" and "issue".
You can view graphs and charts about the data Contact Center Analytics Advanced gathers, including a Trending bar chart that shows you the number of occurrences of a certain word or phrase by day and a Word Cloud that shows common keywords and phrases found in your transcriptions.
Agents can view commonly used web pages and applications directly in MAX through persistent panels. You can enable and set up to three panels for agents to access throughout their entire session.
Agents can now cancel or remove a commitment that is no longer needed from their upcoming commitments or schedule. You can require notes when an agent cancels the commitment to explain the reason for the cancellation.
All Queues Display on Waiting Panel
The waiting panel in MAX now displays all queues based on the agent's assigned skills, not just voice and chat skills.
Call Log for Immediate Callback
Call history is now visible to agents in MAX, where they can redial a recent call for immediate callback.
When a disposition is required, a timer now displays to let the agent know how long they have spent on the current disposition.
Preview Call Options
When an agent using the dialer receives a preview call delivery window, the agent can now accept, requeue, reschedule, snooze, or disposition the call, depending on Personal Connection skill configuration.
Attempt History Screen Pop Tab
When you enable the new Personal Connection serial dialing feature, agents can see an Attempt History tab in the standard screen pop that provides details on the current attempt or call and a record of all previous attempts on the destinations associated with the record.
Agent-Empowered Preview Call Delivery
Configurable options enable agents to finalize records without having to call the record or have the customer answer the call. You can now configure separate delivery settings for contacts requiring preview delivery and contacts requiring compliance delivery. The new configuration options offer agents a variety of ways to respond to a call delivery, including rescheduling the call, snoozing the call, and applying a disposition without answering the call. When agents disposition calls from the preview window, they select the disposition from a set you configure specifically for preview dialing.
These new options are only available in MAX.
Multi-number Serial Delivery to Same Agent
Personal Connection serial dialing skills deliver every available number on a record to one agent in sequential order each time the record is available for a new dialing attempt. Serial dialing skills offer two additional configuration options: (1) Dedicating a record to an agent so the same agent handles the record from the initial attempt to its conclusion and (2) Blending, which enables high priority inbound calls to interrupt the series of attempts on a record.
Minimum Attempts on 1:1 Dialing Set to 1
In a progressive dialing, or 1:1 call ratio environment, you can now set a minimum number of attempts to 1 before overriding blending. This facilitates quicker response to higher priority inbound calls and reduces the likelihood of SLA violations.
Blending and Filtering Available by Default
Blending and filtering are now enabled in all Personal Connection environments by default. If you have a Personal Connection-enabled business unit generated after the 16.3 release, you must contact your Contact Center account manager to disable blending or filtering in it.
Variables Can Now Be Hashed in the Snippet Action
Variable values, such as passwords, can now be hashed using MD5 and SHA-2 methods in the Snippet action.
With the agent drill-down, supervisors can assess a specific agent's time and performance breakdown, as well as make instant adjustments to the agent’s skill assignments and proficiencies, from within the Supervisor interface.
Skill View Summary
The new skill view summary displays a real-time side-by-side view of the SLA compliance for all skills. This includes the contact type, the SLA percentage, the number of contacts currently in queue, and the length of time the contacts have been in queue.
Branding and Co-Branding
You can now display your own branding in the Supervisor application. Branding and co-branding is handled by your Contact Center account manager.
Updated icons appear for Monitor, Coach, Barge, and Takeover.
Contact Center QM Inputs
You can use Contact Center QM data points in Workforce Intelligence rules by setting Contact Center QM as the category for data points