incontact v12.2 Release Notes

Transcription

1 incontact v12.2 Release Notes

2 Title incontact v12.2 Release Notes Revision Contributors About incontact Copyright Disclaimer Philip van Dijk, Sean Bangerter, Sarah Williams, William Closs, Nick Busse, Todd Cox, Ricardo Alderete, Ryan Nelson, Nick Ramond incontact, Inc. (NASDAQ: SAAS) has helped over 750 contact centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based contact center software solutions. The company s services and solutions enable contact centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit, and ensure ongoing customer-centric business improvement and growth. The incontact Platform has grown from a powerful ACD with skills-based routing, CTI, and IVR with speech recognition to include an innovative online hiring solution, workforce management functionality, and a customer feedback and survey solution. Because the incontact Platform is delivered through a Software-as-a- Service (SaaS) model, incontact customers can realize significant cost savings and flexibility compared to premises-based alternatives. To learn more, visit incontact, Inc. InContact reserves the right to update or append these release notes, as needed incontact, Inc. - "incontact" is a registered trademark of incontact Inc., "intouch", "incontrol" and related logos are trademarks of incontact, Inc. All other registered and unregistered trademarks are the sole property of their respective owners. 7/31/2012

3 Contents OVERVIEW... 6 Documentation and Training... 6 NEW FEATURES... 7 General... 7 Browsers... 7 Bulk Point of Contact Upload... 7 CallDetail Retired... 7 Dashboards... 7 Agent List Widget... 7 Agent Count by State... 7 Click to Add Widget Option... 8 Resizable Widgets... 8 Contact States by Skill Filter... 8 Agent Counter Widget Filter... 8 Configurable Dashboard Slideshow... 8 Shared Dashboards... 8 Agent Reply All... 8 Thin Agent Pop-Over... 8 Address Book Filtering... 8 Outbound Offering (Dialer)... 9 Outbound Offering... 9 Intelligent Call Suppression... 9 FCC Mandate: Enhanced Do Not Call Management Pre-Linking Preview and Progressive Calls Central Customer Notification System Confirmation on Skill Deactivation Internationalization International Number Input and Validation Automated Speech Recognition UK English Added to Text-to-Speech Work Force Optimization (WFO) Verint Scorecards Agent Hire Date... 11

4 WFO-enabled Teams in Central WFO Is Supervisor Field ENHANCEMENTS Central Date/Time Picker Update in Agent Issues Page Create New Field Focus Custom Folders Delays in File Browser Updated Page Titles Remove Launch Agent Drop-Down Chat Chat Window Chat Text Entry Area Enhancements Agent Transferring Voic Quality Management Score-a-Recording Update Reporting Reports Data Refresh Rate Agents by Team List Report Campaign Summary by Skill Report Agent Summary Report Teams and Unavailable Codes List Report Skill by Campaign List Report Skill Proficiency Detail List Report Skill Proficiency Summary List Report Campaign Summary by Campaign Report Configured Stations List Report Agent Unavailable Time Report Agent Time Card Report Report Launcher... 16

5 Survey Detail Report Studio Dynamically Generate Grammar Files Agent Scripting Script Search Functionality Variable Expressions... 17

6 OVERVIEW incontact v12.2 is packed with new improvements. Our Outbound Offerings (Dialer) capabilities have been dramatically improved, most notably by moving the former Campaign Management interface to reside fully within incontact Central. We ve also made important updates to comply with FCC requirements regarding Do Not Call Lists. For Reporting, we ve made significant enhancements such as our all-new Real Time Dashboards a flexible and easy-to-configure real-time reporting display within incontact Central. In addition, we ve centralized reports in one place incontact Central and added a new Report Launcher to make it even easier to locate your favorite reports. We ve made changes to Data Download so it s easier than ever to schedule and download your reports. incontact now supports multiple Windows-based browsers and has made updates that dramatically improve responsiveness. We ve also made over a dozen user experience changes that make incontact even more intuitive and easy to use. In total, our v12.2 release makes the incontact experience more streamlined, adds new features, increases performance, and continues to make your life easier so that you can spend more time and energy focused on providing the best possible customer experience. Documentation and Training incontact provides video training and documentation for additional in-depth information. To access the videos, refer to To access the incontact documentation, refer to 6

7 NEW FEATURES General Browsers You can now access incontact from several browsers, making it easier for your agents to work in their preferred environment. Note, however, that Reports 2.0 will only run on Internet Explorer as it requires some Microsoft-specific technology. The new list of supported browsers includes: Internet Explorer 8 & 9 Google Chrome 20 Safari 5 NOTE: incontact does not support previous browser versions. Bulk Point of Contact Upload incontact users can upload new and download existing Points of Contact using.csv or Excel files. This insidews web service now includes several new fields to account for the same fields that have been added to the PointOfContact table. CallDetail Retired The CallDetail.exe application will no longer be available for download beginning with the 12.2 release. Users may continue to use their downloaded local version of CallDetail if they choose and Technical Support will continue to support it through the end of the year. Users are encouraged to update any systems and processes to use Data Download everywhere CallDetail was previously used. Dashboards Contact Center Supervisors now have the ability to keep track of their operations in real-time via Dashboards in Central. This will enable supervisors to react to unexpected changes in call volume or agent performance as they happen. Agents also have the ability to see real-time data visible in their call center so that even when they are on a break or assisting a colleague they can see the state of the call center. Agent List Widget In the settings of the Agent List widget, users can add Metrics Data upper limits. If an inbound call exceeds the upper limits, the call will highlight in red, alerting users to a lengthy, possibly problematic call. Agent Count by State The ability to filter by teams or agents has been added to the Agent Count by State widget. 7

8 Click to Add Widget Option Users can now add new widgets while in Edit mode by either dragging-and-dropping or by doubleclicking the desired widget icon. Resizable Widgets Users can resize widgets within the dashboard model both while in Edit mode and while in Viewing mode. Contact States by Skill Filter The ability to filter by Campaigns, Skills, or Media has been added to the Contact States by Skill widget. Agent Counter Widget Filter The ability to filter by Teams or Agents has been added to the Agent Counter widget. Configurable Dashboard Slideshow Users now have the ability to slideshow all of their dashboards on a configurable interval. The interval is defaulted to ten seconds, but can be updated to any preference. When turned on, the first dashboard will display for the configured interval and then move to the next dashboard. Shared Dashboards incontact dashboards can now be shared with other users in the business unit. By clicking the flag at the dashboard level, the dashboard creator will mark a dashboard as shared. If a dashboard is shared, it will be available in the drop-down box for all users in the business unit. Only the user who created the dashboard can edit it. For all other users, the Edit button will be disabled. The name of the user who created the shared dashboard will appear in parentheses after the dashboard name so the other users know who created it. Agent Reply All incontact has added the Reply to All ability when responding to s. This saves agent time by avoiding the need to copy/paste (or individually type) all of the recipients names into the . Thin Agent Pop-Over Thin Agent will now pop-over other screens on an incoming chat, which will indicate that a new chat is incoming. Address Book Filtering The ability to filter address books in the Agent interface has been added. It enables the user to easily find the target agent when transferring or consulting internally. The filter gives the ability to sort by either Status or Availability. 8

9 NOTE: In the address book filter, incontact has removed the Search button that was available in previous versions and added the functionality to press the Return key to execute the search. Outbound Offering (Dialer) Outbound Offering There is a totally new Outbound Offering User Interface in v12.2. Users no longer need to log in to the Sytel Campaign Manager interface everything can be done within Central. All Outbound Offering management is now done within Central. Outbound calling is now managed as a Skill in Central. Calling Parameters are created and managed in Central. File Management is done within Central. The need for separate login credentials (both Sytel and incontact) is eliminated. The Skill Creation Wizard has also been enhanced. The newly revised Outbound Skill control replaces this feature and provides all of the parameter management, list management, run control, and configuration options needed to manage Outbound programs in Central. A new skill creation wizard assists customers with setting up the minimum requirements to create a callable skill. The system provides default values that allow skills to be created quickly as well as sophisticated user-defined values to meet the needs of advanced users. We have also added a new section for list management of calling lists, do not call lists, and suppression requests. Proactive Intelligent Messaging (Blaster Campaigns) set up has been simplified and is available through progressive strategy options. NOTE: Users will no longer have access to the Campaign Manager. Please refer to the incontact Sytel/Outbound Offering (Dialer) Guide for full details on how the new Outbound Offerings will work in Intelligent Call Suppression The ability to customize who receives a call has been greatly enhanced by the addition of a suppression feature that intercepts dial requests and verifies that they do not exist in a customer-supplied suppression list. Administrators now have the ability to enter a phone number into the system through Central and compare outgoing calls against this list. If a match is found, it will suspend the dial attempt and return a specified disposition that indicates that it was suppressed. This is helpful to administrators who need certain phone numbers pulled from active calling lists. The list of matching phone numbers can be entered either individually or in a batch. A log report confirms all entries and changes made to the entered records. This feature can be coupled with the AddToDNC script action to ensure customers that do not wish to be called can be immediately suppressed from all active outbound skills. Finally, the application supports a web service interface that allows a CRM application to interface with incontact and to approve each call before it is dialed. 9

10 The suppression system is able to accept input from the UI, Web Service interface, or an uploaded text file. Each suppression request that is defined to expire at a specified date and time in the future can optionally specify scope with a specified start time and end time. FCC Mandate: Enhanced Do Not Call Management To proactively respond to the February 2012 ruling by the FTC (further clarify the Telemarketing Sales Rule provisions), we have added a new studio action, AddToDNC, to support the interactive requests from customers to be added to the company Do Not Call listing. For example, if an agent is speaking with a customer and the customer tells them they would like to have their number removed from the calling list, the agent can now indicate the client s request in their script and the customer s number is then appended to the company DNC List. In addition, if a caller indicates through the Interactive Voice Response (IVR) that they would like to add their phone number to the DNC List, their name and phone number are added to the existing company DNC List (FCC Mandate). Finally, if a customer is presented with a pre-recorded message (RoboCall), the FTC now mandates that the message offers the customer an interactive option to add their number to the company s DNC List. If selected, the dialed number will be added to the company Do Not Call list. (FCC Mandate). Pre-Linking Preview and Progressive Calls Agents are now able to greet callers with even less delay in the audio path. If they are in Preview or Progressive mode, the agent will be able to hear call progress. This decreases dead air time and improves overall caller satisfaction. Answering Machine Detection (AMD) can be enabled or disabled. Central Customer Notification System There is now a feature that provides communication to all users of the incontact platform via Central. Notification can be targeted to specific (or all) Business Units. It displays upon login (whether or not they login directly to the Agent) and multiple notifications can be displayed (more than one notification targeting the users of a given Business Unit). In addition, new permissions have been created so the customer can control who sees these notifications. Confirmation on Skill Deactivation incontact has added a confirmation message when a user deactivates a skill. This confirmation is intended to avoid the accidental deactivation of a skill. Internationalization International Number Input and Validation The incontact dialing system has been updated to simplify international and local calling. This update allows users to specify a dialing pattern and country code for agents, which makes international dialing faster and simpler. New dialing patterns for agents, the ability to input the + symbol when dialing 10

11 phone numbers, and standard number validation throughout the platform/apps allows for a more intuitive and streamlined process for agents. Automated Speech Recognition French and Italian language packs have been added to Automated Speech Recognition for incontact s European-based clusters. UK English Added to Text-to-Speech UK English text-to-speech voices have been added to incontact s European-based clusters. Work Force Optimization (WFO) Verint Scorecards Scorecards are part of the unified WFO suite and enable customers to track, measure, and analyze performance across the organization and agent population. Scorecards allow our customers to improve the accuracy of performance evaluations and coaching effectiveness. The result is the ability to effect and sustain change in agent behaviors that brings value to the contact center and across the enterprise. Agent Hire Date NG customers will be able to leverage the Hire Date field in Central, which now populate in the WFM 2.0 Start Date field. Customers will have responsibility to manually update the Hire Date field in Central. If the Hire Date field is left blank, the agent s Creation Date will be used. WFO-enabled Teams in Central Default logic changed to manually select WFO teams rather than deselect teams. Only teams that are WFO-enabled will be imported into the Verint system via the ASI file. WFO Is Supervisor Field incontact removed the Is Supervisor element from the existing ASI file used in the WFMDC service. Users who are supervisors will need to be manually assigned in the Verint WFM 2.0 system. 11

12 ENHANCEMENTS Central Date/Time Picker Update in Agent Issues Page In the Agent Issues page of Central, the Date/Time picker now has been upgraded to handle the date in YY format in addition to the YYYY format. If the user enters YY as the date, it will automatically be changed to 20YY. Create New New entities (users, skills, campaigns, teams, etc.) can now be created from the final page of the creation wizard. This speeds up the process of creating new entities in Central by giving the user the ability to create multiple entities without ever leaving the creation wizard. Field Focus incontact has added field focus and smart focus to Central. When accessing a new page, the text field most likely to be used first is identified with a color focus and the user can immediately begin typing in that field. Custom Folders Custom folders used for call logs were not displaying in Central. This issue has been resolved. Delays in File Browser Customers have reported long delays when attempting to load and browse folders in Central. Refactoring has been completed to improve overall site performance to resolve this issue. Updated Page Titles incontact has added page titles to the pages in Central that were previously not labeled. Remove Launch Agent Drop-Down The drop-down that appeared upon launching the agent has been removed. This drop-down is now obsolete as a result of the new Outbound Offering system. Chat Chat Window The guest Chat Window has been dramatically upgraded from a user interface perspective. Customization options have been added to the chat profiles to give the user the ability to match their website s look and feel with the incontact chat interface. New options include gradient shading, borders, rounded styles, chat bubbles, and full color control. 12

13 Chat Text Entry Area The ability to resize the text entry area within the agent interface on chat sessions has been added. Agents now have the ability to enlarge the text entry area when typing, and have the ability to minimize the text entry area when reading incoming replies. Enhancements The area available to enter text for an message has been expanded so agents can view more of the they are typing. Agent Transferring Voic Users have the ability to transfer their voic s to a specific skill or agent so they can ensure voic s are handled by the appropriate parties within their organization. Once transferred, the voic can be played in its entirety so the receiving agent can handle the contact as if it were a direct voic . (In the past, a voic could not easily be manipulated once it was left for a specific agent. This has been resolved.) Quality Management Score-a-Recording Update Restricted data functionality was not implemented in the Score-a-Recording's web page. As a result, the user will now see only the teams to which they are limited. Reporting Reports Data Refresh Rate A 15-minute refresh rate of data has been implemented (rather than the one-hour refresh rate in the past). This will enable users to manage their business more effectively and efficiently. A more frequent refresh rate will also enable users to have the ability to use Reports 2.0 for nearly all their reporting needs. Agents by Team List Report The Agents by Team List Report was duplicated from intouch into Central. Agents by Team List Report is a list-style report that allows users to view all agents, the team to which they are assigned, their skill count, and the last login time. The report can be filtered by team assignment and can be sorted by Team Name, Agent Name, or Skill Count. 13

14 Campaign Summary by Skill Report Campaign Summary by Skill Report was replicated from intouch into Central. The Campaign Summary by Skill Report allows users to view a list of skills and their related metrics. Metrics available in this report are Incoming, Outbound, Offered, Handled, Average Handle Time, Abandons, Average In-queue Time, Percentage of Abandons, Average Abandon Time, and Service Level. The report can be filtered by Media, Direction, Point of Contact, Campaign, or Skill and can be sorted by Skill Name or any of the listed metrics. Those familiar with the intouch version of this report will notice that some of the metrics in this report are different than those in the intouch version of the report. The report has been updated to match our standard metrics definitions and calculations. Agent Summary Report The Agent Summary Report was replicated from intouch, copied to Central, and merged with the existing Agent Summary Report for a complete agent summary view. The Agent Summary Report allows users to view a list of agents and their related metrics. Metrics available in this report are Handled (Inbound), Average Talk Time (Inbound), Handled (Outbound), Average Talk Time (Outbound), Available Time, Total Unavailable Time, Refused, Login Time, Working Rate, and Occupancy. The report can be filtered by teams or agents and can be sorted by Agent Name or any of the listed metrics. Those familiar with the intouch version of this report will notice that some of the metrics in this report are different than those in the intouch version of the report. The report has been updated to match our standard metrics definitions and calculations. Teams and Unavailable Codes List Report Teams and Unavailable Codes List Report was replicated from intouch into Central. Teams and Unavailable Codes is a list-style report that allows users to view active unavailable codes and the team they are assigned to (as long as they are assigned to a team), as well as their skill count and the last login time. Teams that do not have any unavailable codes and unavailable codes that have no team assignment will not appear in the report. The report lists the Team Name, Unavailable Code, Active Status, and ACW Status. Users can filter by Teams or Unavailable Codes and can sort by Team or Unavailable Code. Skill by Campaign List Report Skills by Campaign List Report was replicated from intouch into Central. Skills by Campaign is a liststyle report that allows users to view all active skills, the campaign they are assigned to, and their media type and direction. The report can be filtered by Team assignment and can be sorted by Team Name, Agent Name, or Skill Count. Skill Proficiency Detail List Report Skill Proficiency Detail List Report was replicated from intouch into Central. Skill Proficiency Detail is a list-style report that allows users to view all agents and skills, as well as the proficiency of each skill for 14

15 each agent. The report is color-coded for quick reading and ease of use. The report can be filtered by Campaigns or Skills. Skill Proficiency Summary List Report Skill Proficiency Summary List Report was replicated from intouch into Central. Skill Proficiency Summary is a list-style report that allows users to view all skills and a total number of agents assigned to those skill for each skill level. The report can be filtered by Campaigns or Skills and can be sorted by Skill Name or Skill Proficiency. Campaign Summary by Campaign Report The Campaign Summary by Campaign Report was replicated from intouch and added to Central. Campaign Summary by Campaign Report allows users to view a list of campaigns and their related metrics. Metrics available in this report are Incoming, Outbound, Offered, Handled, Average Handle Time, Abandons, Average In-Queue Time, Percentage of Abandons, Average Abandon Time, and Service Level. The report can be filtered by Media, Direction, Point of Contact, Campaigns, or Skills and can be sorted by Campaign Name or any of the listed metrics. Those familiar with the intouch version of this report will notice that some of the metrics in this report are different from those in the intouch version of the report. The report has been updated to match our standard metric definitions and calculations. Configured Stations List Report The Configured Stations List Report was replicated from intouch into Central. Configured Stations List Report is a list-style report that allows users to view all configured stations and the corresponding variables for those stations. The report shows Station ID, Station Name, Phone Number, Caller ID, Station Time Out, and the Last Login for that station. The report can be filtered by Campaigns or Skills and can be sorted by Skill Name or Skill Proficiency. Agent Unavailable Time Report The Agent Unavailable Time Report was replicated from intouch into Central. Agent Unavailable Time is a list-style report that allows users to view all agents and their unavailable time stamps. The report shows Agent, Unavailable Code, Unavailable Code Type, Duration, and Percentage of time spent in each code. The report can be filtered by Teams, Agents, and Unavailable Code Types and can be sorted by Agent. Agent Time Card Report The Agent Time Card Report was replicated from intouch into Central. Agent Time Card Report is a list-style report that allows users to view all agents and their time stamps. The report shows Team, Agent, Agent Session ID, Login Time Stamp, Logout Time Stamp, and Duration. The report can be filtered by Teams and Agents. 15

16 Report Launcher Report Launcher is one central page for users to access all of their reports. In addition to the one page for all reports, once on a report a user can use the breadcrumb at the top of all reports to launch a new report or to go back to the report launcher page. Survey Detail Report Survey Detail Report now opens in a new window, allowing the user to have quick access back to the Customer Comment Report. Studio Dynamically Generate Grammar Files The SQLASR action is used to create a custom speech recognition grammar file based on data retrieved from a customer database. This is extremely powerful in cases where the customer maintains a large and changing list of data (e.g. part numbers the customer wants to feed into speech recognition). This means up-to-date grammars with maximum recognition accuracy for minimal day-to-day effort. The SQLASR action is executed the same as other SQL actions, specified by a SETDB action. Professional Services can assist in setting this up on a wide range of databases. NOTE: The SQLASR action requires the current version of the DB Connector. If you are not using that ASR action, then you do not need to perform the DB Connector upgrade. Agent Scripting By leveraging Web Scripting technology, incontact has been able to utilize Agent Scripting to build flexible user interfaces. With Agent Scripting, these interfaces are no longer based on fixed work flows. Instead, interface components can now be linked together through a dynamic work flow engine where the customer has ultimate control over what components appear where and when. Essentially, Agent Scripting allows agents to follow a script that direct their next steps. This allows agents to be more efficient with the Outbound Offering or Inbound Campaigns. The scripts can be created within Studio and are in-line with existing scripts. The Interactive Voice Response (IVR) History Report shows how the script is being used. Published variables can be pushed to a variety of channels to be preserved after the call. In addition, the Agent Scripting is skin-able and customizable. The new feature allows users to edit their CSS style sheets within Studio and allows for validation of user entries. For example, Valid Dates, Min/Max expressions, and Regular Expressions such as greater than or less than. Script Search Functionality The ability to search scripts within the Studio application has been greatly enhanced. This simplifies the process of finding and identifying specific items within incontact scripts by giving users the ability to enter a term and find all instances of that term immediately. Users also have the ability to filter search results to ensure only the most relevant results are received. Searchable fields include Media Type, Script Name, Action, captions on actions, and parameters within actions. 16

17 Variable Expressions In the past, an expression evaluation with two variables was evaluated as two numeric variables, both of which resolved to zero. For example, B1 = OB would resolve to 0 = 0 which equaled true. However, in 12.2, the expression evaluation now remembers that B1 is a string and OB is an uninitialized variable. So it ends up comparing OB = <blank>, which is false. The latter is the correct behavior that will occur beginning with