Agents can add a disposition code for a call after the call has ended. (AACD-1099, AACD-722)
If you have an administrator role, you can now create custom Not Ready and After Call Work (ACW) reason codes using VCC Dashboard's Contact Center Settings view. (AACD-1038)
A new tab, Details, is available to display the details of the agent status and the call metrics. (AACD-1033, AACD-819)
If you have an administrator role, you can now configure whether all agents can change their phone number upon login using VCC Dashboard's Contact Center Settings view. (AACD-1030)
When an ACD Page is created in CX Builder, a corresponding ACD queue is created in VCC Dashboard with the same name as the ACD Page. This feature adds support for multiple queues in VCC. (AACD-1024)
If you have an administrator role, you can now set disposition codes as Mandatory. This setting is a check-box toggle located on the Contact Center Settings view, where the disposition codes are maintained. (AACD-1019)
The displayed Caller ID for the contact center is limited to the set of phone lines configured in your account. To select one of these numbers, use the Caller ID section found on the Contact Center Settings view. The Save button is enabled only if you enter one of the numbers configured in your account. (AACD-996)
When adding skills to agents, the available skills are now displayed in a list. Each skill has a proficiency rating to be selected for each agent, denoted by 1—5 stars. (AACD-925)
If you have an administrator role, you can now configure the amount of wrap-up time for all agents using VCC Dashboard's Contact Center Settings view. (AACD-650)
Frequently-dialed phone numbers can be configured in the Address Book found on the Contact Center Settings view. (AACD-647)
VCC Dashboard now has a link that opens the login page for CX Analytics. (AACD-592)
Agent Desktop (Workspace Web Edition)
Your custom-defined Not Ready and After Call Work (ACW) reason codes are now displayed as part of the agent status on the Agent Status drop-down list on the Agents view. (AACD-1038)
An agent can now locate frequently-dialed numbers (located outside the contact center) by performing the following steps:
- Click Show Team Communicator .
- Click on the text entry box, which displays the Show and Search Favorites icon.
- Click Show and Search Favorites to display all of the Address Book entries that you have configured for your contact center. (AACD-647)
Text-to-speech playback now supports user-selected languages for variables such as time, date, and currency.
System commands now support different international languages.
A new ASR setting, maxspeechtimeout, is available. This setting specifies the maximum amount of speech input (in seconds) that is allowed. The default value is 20. The valid range for values is between 0 and 40. (PR-13951)
Pre-configured reports are now available for self-service (IVR) users and assisted service (VCC) users, based on the group to which the users belong. (AACD-724)
The Calls Offered to Agents metric was added to the Agent Utilization report. (CXA-103)
The Consult Time metric was added to all Queue Activity reports. (CXA-52, CXA-15)
Links are enabled on the Agent Statistics - By Disposition Code report. (CXA-34)
Links are enabled on the Skill-Based Report report. (CXA-33)
Links are enabled on the Agent Statistics - Consult report. (CXA-31)
Links are enabled on the Agent Statistics - Time report. (CXA-30)
A new dashboard, Agent Name Cloud, displays agent names based on the Missed Calls by Agent, Agent Utilization, and Talk Time metrics. The higher the number for these metrics, the larger the name appears in the cloud. (CXA-9)
VCC Dashboard (formerly Supervisor Dashboard)
The customer administrator can now configure the Service Level period. VCC Dashboard now enables supervisors to define the Service Level period by clicking Service Level Settings and then adjusting the Period slider in the Service Level block. (AACD-753)
Only pre-configured numbers can now serve as the CallerID for the contact center. VCC Dashboard now only allows setting a pre-configured set of direct inward dialing (DID) numbers that belong to the contact center when setting the CallerID Overwrite. (AACD-918)
The Service Level Settings tab now has a Cancel button. (AACD-900)
Disable call forwarding on the Agent Desktop. The call forwarding feature on the Agent Desktop is now disabled, by default. (AACD-652)
CX Builder now supports the agent name variable returned from the ACD Queue. The Advanced tab on the ACD Page now supports the return of the agent name, as well as the agent email address, when the call is returned from the ACD Queue. (AACD-960)
The Queue Statistics - Redirected Calls report was enhanced with a new metric that tracks direct-transfer calls (also known as single-step or blind transfers) separately from consult-and-transfer calls (also known as two-step or warm transfer calls). (CXA-25)
Links are enabled on the Queue Statistics - IVR Variables report. (CXA-24)
In the Queue Statistics - Abandoned Calls report, the Calls Abandoned metric was redefined to include all calls where the customer abandoned the call while the call was waiting in the queue or ringing, and the talk time is 0 (zero). (CXA-22)
Links are enabled on the Queue Statistics - Redirected Calls report. (CXA-20)
The following new metrics were added for each existing time-related metric report:
- Avg Talk Time: The total talk time divided by the calls answered (Total Talk Time / Calls Answered)
- Avg Wait Time: The total amount of waiting time divided by the number of incoming ACD calls (Total Wait Time / Total Calls)
- Avg Hold Time: The total amount of all ACD call hold times divided by the number of ACD calls answered by the agent or the ACD queue (Total Hold Time / Calls Answered)
- Avg Consult Time: The total amount of time for which one agent talked to another agent while the caller was put on hold, divided by the total number of consultation call instances (Total Consult Time / Total Consult Count)
- Avg Handle Time: The total amount of time spent by the resources to handle a call (Talk Time + Hold Time + Consult Time) divided by the total number of answered calls (Total Handle Time / Total Answered Calls)
- Avg ACW Time: The total amount of after-call-work (ACW) time taken by all agents to wrap up the work related to a call divided by the total number of calls answered by agents (Total ACW Time / Total Answered Calls) (CXA-18)
Links are enabled on the Queue Statistics - Abandoned Calls report. (CXA-16)
The date format standard was changed to a more international-friendly standard — for example, 9-Jan-2014 instead of 1/9/2014. (CXA-3)
In the Agent Statistics report under the CX Analytics VCC Landing Document report, the Agent Calls metric was renamed to Answered Calls. (CXA-1)
VCC now supports agents located in the UK. The phone numbers for the UK agents must be configured with a leading +011 international dialing prefix.
VCC Dashboard (formerly Supervisor Dashboard)
On the VCC Dashboard, each individual skill now shows the total number of agents available for that skill, along with the total number of calls waiting for that skill. When a skill is added to the contact center, that skill is added to the VCC Dashboard and displays the total number of calls waiting for this skill, as well as the number of agents available for that skill.
The VCC Dashboard now allows a supervisor to change the agent state — for example, make the agents In Call/Ready/Not Ready.
The VCC Dashboard can no longer delete users. You must add and delete users only on the ACD Page within CX Builder.
The contact center administrator can now configure the following options for agent desktops:
- Configure toast and case data
- Configure After Call Work (ACW) reason codes
- Configure Not Ready reason codes
- Configure disposition codes
The contact center administrator can now configure their own Caller ID overwrite. The Caller ID overwrite is used to provide the same outbound ANI when agents make an outbound call, which ensures that a remote agent's home phone number is not displayed to the receiving party.
The contact center wrap-up time can now be configured by Client Services.
A caller can now exit the ACD Queue at anytime by pressing 0 (zero)—zeroing out. The CX Builder ACD Page can be configured to direct the call to any other voice page upon exiting.
The CX Builder ACD Page now provides:
- A second option for playing music and announcements when the caller is in the ACD Queue. To enable this option for the ACD Queue music to loop, the On-Hold tab must be configured for Play the in-queue music and announcements from ACD in a loop. When this option is selected, the agent's whisper tones are disabled.
- This option also plays the Estimated Wait Time (EWT) to callers while in queue. (AACD-1001)
Added two new reports:
- VCC Dashboard—Call Center Scorecard (PR-13993)
- VCC Dashboard—Agent Scorecard (PR-13524)
Links are enabled on the Queue Statistics reports. (PR-14695)
All call-related metrics in Queue-based reports appear as hyperlinks. (PR-14298)
In the Queue Statistics reports, the Abandoned metric was renamed to System Abandoned metric. (PR-14646)
New links for the Call Center Scorecard and Agent Scorecard dashboards were added to the Queue Statistics and Agent Statistics reports. (PR-14674)
Service Level Statistics in Supervisor Dashboard
Service Levels for skills are now supported. A Service Level is defined as the Service Level % for all calls during the last hour (moving window) that were answered by agents within 60 seconds (Call Pickup Time Threshold). Short calls (less than 10 seconds) are excluded from this calculation.
The color of the Service Level bar is now green when the Service Level is being met for each skill. (AACD-718)
The Supervisor can modify the target Service Level % for all skills.
Client Services can modify the default value of the Call Pickup Time Threshold, if required. By default, this value is set to 60 seconds.
Support for multiple IVR Queues
Prior to 2.5.2, clients could provision only a single queue and multiple skills. Agents were all associated with the queue, and could be assigned to any of the available skills. Supervisors could view the real time status of the queue—for example, calls in the queue—and each of the skills.
In 2.5.2, clients can create additional queues in CxBuilder (Note: Contact Client Services to fully enable additional queues), each with its own ACD routing logic and skills. Supervisors can now view the real time status of each queue, as well as the individual skills in the Supervisor Dashboard.
Clients can now segment their contact center operations into different queues, and supervisors can monitor only those queues and skills associated within their organization. Multi-queue support also allows clients to build different sets of routing logic within their operation, such as a different agent selection policy.
To set up multiple IVR queues with independent ACD routing, contact Client Services. (AACD-577)
After the agent finishes talking to the caller and the caller hangs up, the call data is sent back to the ACD Page in the IVR where the data can be used in IVR variables for further IVR call flow branching, call logging, and post call survey.
The related ACD variables include:
- Agent Email—the email address of the agent to which the caller spoke
- Call Outcome—indicates if the caller was connected with an agent or not
- Duration—how long the call lasted from start to finish
- Wait Time—how long did the caller wait before reaching an agent
- Disposition Code—a user-defined label applied to the call by the agent prior to the end of the call
The Call Transfer List now includes the Agent Status.
Supervisors can select an Agent and Force Login and Force Logout using the Supervisor Dashboard.
The Abandoned Calls report is enhanced:
- Added a new metric for abandoned calls
- Renamed Calls Abandoned to Customer Abandoned
- Removed the missed calls metric (PR-14324)
The Redirected Calls report is enhanced:
- Added a new metric for direct transfer
- Renamed Existing Transfer to Consult Transfer
- Renamed Conference to Consult Conference (PR-14325)
Agent Activity Report—added login and logout states. (PR-14265)
Added a new report—Queue Activity Details.