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Enhancements to Call Center Dashboard & Reporting: Accounting for Callbacks & Abandoned/Rolled Over Calls
Callbacks
Callbacks are now included in the calculations in the Agent tab of the Contact Center Dashboard and reports, affecting the 'Ans', 'Calls', 'Casc', 'Answered Rate', 'Top Five Agents by Answered Calls' and 'Top Five Agents by Answered Rate' columns.
Previously, the Agent tab of the Dashboard only accounted for inbound calls that were answered.
Abandoned and Roll Over Calls
If a call is abandoned of the call is rolled over while an Agent is being presented the call, these will no longer be counted against the Agents' answer rate percentage. In other words, abandoned or rolled over calls are now subtracted from the number of total calls presented.
The column named "Aban" (for abandoned) displays the number of calls that were counted as abandoned by the caller and will be accounted for in the calculation for Answer Rate.
For more detailed information on this feature and to see how it looks in the system, click for the Agent Dashboard and for the Call Center Dashboard.
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Updated Labeling for Configuring Agent Cooldown
The "Agent Cooldown" label and hover tooltip have been updated to better reflect that the configuration applies to all calls, inbound and outbound. Previously, the labeling referred to outbound calls.
For more detailed information on this feature and to see how it looks in the system, click here.
When turning off the "Record Payment Calls" Location setting, the system will NOT delete historical payment calls if PCI Redaction is enabled.
This enhancement fixes the issue that if "Record Payment Calls" for a location was set to "ON" and then turned off, all historical payment calls would be deleted.
Historical payment calls will now only be deleted if the account has PCI Redaction turned "OFF". If PCI Redaction is "ON", historical payment calls will not be deleted. Note: This enhancement operates on a location-level while PCI Redaction operates on an account-level.
Since PCI Redaction is a feature that automatically removes PCI sensitive data from call recordings and transcripts, recorded conversations will already not include this information when this is enabled.
This enhancement is particularly sensitive for administrators using the Bulk Edit feature. This prevents an administrator using Bulk Edit to inadvertently turn off the "Record Payment Calls" setting in bulk and delete all payment calls for the account.
Click here and refer to (E) to see how the "Record Payment Calls" feature works in the system.
Access the System Status Page from our Help Icon
Status.callpotential.com is now directly accessible by clicking "System Status" from the ? icon.
Status.callpotential.com is our system status page that includes the live status of all CallPotential systems.
Users can subscribe to this page to receive email notifications when any status is updated.
System Status Updates
Users will be notified with a message anytime there is a status update for any CallPotential system.
Notifications will appear at the bottom of the screen until the user clicks "X", even if they navigate to a different page.
The message will include information regarding the issue and when it was updated as well as a link to the CallPotential status page.