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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.
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2025
February 10, 2025
Bug Fix for Contact Center Calls
We resolved an issue that prevented calls from anonymous callers being presented to agents connected via SIP (aka VoIP). Now, agents are able to answer anonymous calls, similar to agents with computer and phone connections.
January 21, 2025
French-Canadian Support for Pay-by-Phone
Canadian facilities have the ability to add French-Canadian communication for both outbound and inbound collection calls. These options are available with creating new call routes, creating new collection workflows, and more. See Pay-by-Phone Overview for more information.
January 14, 2025
Canadian Address Support
storEDGE FMS users now have the ability to add a Canadian province to the lead script card. Canadian addresses are saved and transferred to storEDGE FMS when saving and moving in leads. The Canadian province configuration is enabled with the Text Box feature within the Script Card Designer. See Editing Script/Lead Interaction Card for more information.
2024
December 18 2024
Lead and Tenant Sync Optimization
We improved the data sync time between storEDGE and Storable CRM (CallPotential) to improve the conversion of your leads to customers. Now, when specific lead or tenant data changes occur within storEDGE, such as a new reservation, lead move-in, or lead cancellation, the data is available within seconds in CallPotential.
Updated PDF Receipts
We’ve enhanced Storable CRM (CallPotential) receipts with comprehensive, transparent payment information. When your customers are sent a receipt through e-mail or text, they receive a PDF link that breaks down all their charges. Instead of a basic HTML webpage format, CallPotential pulls the receipt directly from storEDGE and presents the data in a PDF file, so your customers get a consistent look into charges regardless of which system sends the receipt. Here’s an example of the new receipt:
October 8 2024
Auto Collection Call Recording
We resolved an issue that prevented auto-collection calls from being recorded by tenants’ voicemail systems.
September 2024
Agent Queue Prioritization
With Agent Queue Prioritization enabled, you can assign priority for inbound calls and callbacks to any or all call center agents. Calls will be presented to agents based on their priority number (1 = prioritized first, 5 = prioritized last). Agent Queue Prioritization works for Creating Call Queues and Editing Call Queues.
August 2024
Move-in Enhancements for users on SiteLink FMS
Enhanced Move-In experience for users on SiteLink FMS, including updated Text Permission and Lead Note functionality. CallPotential has built a new, improved save process for new leads. Text Permission is now part of the lead and is a required field in the interaction card. For Lead Notes, the Add button is disabled for new leads; one note is available. For existing leads, there’s no change and users will still be able to add multiple notes. See Creating a New Lead from a Walk-In, Creating a New Lead from an (Unrecognized) Inbound Phone Call, and Creating a New Lead from an Existing Customer for updates.
May 2024
Move-in Enhancements for users on storEDGE FMS
Enhanced Move-In experience for users on storEDGE FMS, including updated Text Permission and Lead Note functionality. CallPotential has built a new, improved save process for new leads. Text Permission is now part of the lead and is a required field in the interaction card. For Lead Notes, the Add button is disabled for new leads; one note is available. For existing leads, there’s no change and users will still be able to add multiple notes. See Creating a New Lead from a Walk-In, Creating a New Lead from an (Unrecognized) Inbound Phone Call, and Creating a New Lead from an Existing Customer for updates.