March 2024 Product Update

-> Dashboards -> Live - Standard

• • Summary Box - added drilldowns
• • Calls In Queue widget

•Added two columns

1. As Caller - shows how many times the caller called today,

2. As Callee - shows how any times the caller has been called from the company today. Clicking on the cell number will drill down this number and shows a popup window with all calls.

•Added a new column for easily drill down (first column in the grid)

• ▪Available Agents in Queue

•Added two new columns -

1. Talking - shows number of talking agents from the given queue,

2. Logged Out - number of logged out agents for the given queue.

•Added a drill down clicking on the numbers - opens a popup window with agents in specific group

-> Queues -> Details

• Call Details added a drill-down functionality

• Added filtering by Queue

• Added a new view - Unanswered Calls (showing which unanswered calls have been followed up and which need to be followed up)

• - Added drilldown to the first column from the Followed Up grid showing all Calls and Call Segments associated with this Queue Call

-> Queues -> Statistics

•Added a new view - Groups (showing queue calls filtered by queue and grouped by hour, day etc.).

•When click on Passed SLA % -> forward to Queues Overview Service Level

-> Queues -> Overview

1. Modified the Standard view

2. Added two additional views - Basic and Service Level views

3. Added drilldowns to elements in all 3 views

-> Queues -> Performance (fixed chart tooltips)

-> Agent -> Live

• In Queues - new view added

-> Agent -> Details

• Call Details - added a drill-down functionality

-> Agent -> Statistics

• Added a drill-down functionality

-> Agent -> Performance

• ▪Agent Time Performance

• Added two separate widgets showing Inbound and Outbound performance for Average Speed of Answer and Talking Time, including a median for the company's average talking time

• ▪Agent Time Performance

• Added three separate widgets showing Inbound, Outbound, and Internal performance as total calls split into answered and unanswered calls, with answered ratio and median showing the average calls per agent

• ▪Agent Time Performance

• New chart providing information on calls handled by agents with various ratios such as agent portion of total calls, first call resolution, and transfer ratio, with a median for average calls per agent

• New grid grouped by agents providing a variety of queue-related metrics such as handled calls, average times, ratios

-> Agent -> Overview

• All Calls - New dashboard providing an overview of how agents handle their inbound and outbound calls with detailed graphics showing key metrics, a timeline by hour, and a Heatmap indicating peak times by weekdays and hours

•Queue Calls - New dashboard specifically showing key metrics for agents' handled queue calls, performance, and productivity + with drilldowns for Queue Calls, Agent Polls, Unanswered Calls, Unanswered Polls + Expired Polls

•Outbound Calls - New dashboard providing important metrics related to the outbound calls handled by an agent

-> Agent -> Wallboard • New live metrics

Calls -> Live

• Added drilldowns in Summary box (fixed Outbound Answered Calls + Internal Calls drilldowns)

• Standard - Added new metrics in the top header box, separated into three major groups: Inbound, Outbound, and Internal

• Groups - Added new metrics in the top header box and separated them into three main direction groups: Inbound, Outbound, and Internal

-> Calls -> Details

• Added a drill-down functionality

• Added a visual overview of the call segments

-> Calls -> Statistics

• Standard - Added a new drill-down functionality

-> Calls -> Performance

• Added a new dashboard organized in the three main call direction groups: Inbound, Outbound, and Internal, split into two rows with metrics for call and time performance

-> Calls -> Overview

• Added a new dashboard providing totals of the major metrics complemented with two heatmap graphs indicating peak times by weekdays and hours

• Added drilldowns to elements