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inContact v13.1 Release Notes

inContact v13.1 Release Notes 13.1 Release...Title inContact v13.1 Release Notes Revision 2.27.2013 Contributors Philip van Dijk About inContact inContact, Inc. (NASDAQ: SAAS) has

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inContact v13.1

Release Notes

© 2013 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. 2/27/2013

Title inContact v13.1 Release Notes

Revision 2.27.2013

Contributors Philip van Dijk

About inContact 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 www.inContact.com.

Copyright ©2013 inContact, Inc.

Disclaimer inContact reserves the right to update or append these release notes, as needed.

Contents

OVERVIEW ............................................................................................................................................................. 5

Documentation and Training .................................................................................................................................... 5

NEW FEATURES ...................................................................................................................................................... 6

Application Programming Interfaces (API) ................................................................................................................ 6

Real-Time Data API (TFS ID 38954) ....................................................................................................................... 6

Admin API (TFS ID 48262) ..................................................................................................................................... 6

Chat Client API (TFS ID 52368) .............................................................................................................................. 6

Scripting Environment ............................................................................................................................................... 6

Studio Enhancements (TFS ID 48262) ................................................................................................................... 6

Automatic Call Distribution (ACD) ............................................................................................................................. 7

Email Interrupt-ability (TFS ID 32332) ................................................................................................................... 7

Chat ........................................................................................................................................................................... 7

Support Chat with Agent Scripting (TFS ID 35781) ............................................................................................... 7

Thin Agent ................................................................................................................................................................. 8

Agent Client Connector & Work Item (TFS IDs 38955 & 41605) ........................................................................... 8

New Client Connector Installer (TFS ID 56001) ..................................................................................................... 8

Power Agent (TFS ID 45427) ................................................................................................................................. 9

Client Connector Enhancements (TFS ID 45764) .................................................................................................. 9

Place a Work Item on Hold (TFS ID 46029) ........................................................................................................... 9

Determining Agent Timeout Settings (TFS ID 51556) ........................................................................................... 9

Reporting ................................................................................................................................................................. 10

New Reports in Central (TFS ID 40221) ............................................................................................................... 10

Custom Custom Reports in Central (TFS ID 40222) ............................................................................................ 10

Promise Keeper Report (TFS ID 49875) ............................................................................................................... 10

Grammar Service Performance (TFS ID 47417 & 45420) .................................................................................... 10

ENHANCEMENTS .................................................................................................................................................. 11

Outbound Offering (Dialer) ..................................................................................................................................... 11

Campaign Management (TFS ID 38825) ............................................................................................................. 11

Dispositions for Automated Outbound Skills (TFS ID 49564) .............................................................................. 11

Blending for Progressive and Preview Campaigns (TFS ID 32064) ...................................................................... 11

Agent Performance – List Performance (TFS ID 38810) ...................................................................................... 12

Salesforce.com ........................................................................................................................................................ 12

Outbound List Manager for Salesforce.com (TFS ID 44789) ............................................................................... 12

Central ..................................................................................................................................................................... 12

Delete Option Added to Call Recordings (TFS ID 24167) .................................................................................... 12

BCC on Email (TFS ID 30438) ............................................................................................................................... 13

Mandatory Fields (TFS ID 50186) ........................................................................................................................ 13

Agent ....................................................................................................................................................................... 13

Agent Address Book ............................................................................................................................................ 13

Agent Monitor..................................................................................................................................................... 13

Enhanced Services Network (ESN) ........................................................................................................................... 14

64-bit Contact IDs (TFS ID 8171) ......................................................................................................................... 14

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OVERVIEW inContact v13.1 features many new enhancements to the platform to streamline, stabilize, and improve our solutions and make the processes more intuitive and easy. This overview quickly identifies the 13.1 enhancements and new features and functionality below.

There are several new reports that have been added to Central. Users are now able to combine their metrics so they can get a high-level view of how the day went. In addition, data analysts can view promises made, kept, and not kept for particular skills and agents.

Improvements have also been made to the Outbound Offering (Dialer). The Central interface provides a more user-friendly environment for the management of Outbound Skills. Managers have the ability to better manage agents. For example, if agents have the ability to handle both inbound and outbound calls, Outbound Offering ensures agents are being “blended” and used as efficiently as possible. Call center managers also gain a new set of reports and widgets to better track agent and list performance.

Notable enhancements to the Application Programming Interface (API) Methods allow customers to access real-time data via an API so they can present those metrics – in real-time – inside their applications. API Methods have also been added to support the Dashboard SDK and Real-Time Data API. Developers can create web, mobile, and desktop applications that enable their users to initiate a chat with an inContact agent from within their application.

Overall usability has also been greatly enhanced. Email interruptability has been introduced to ACD so that an agent’s email response can be temporarily put aside so the agent can handle a higher-priority telephone call. Agents have the ability to access a library of commonly asked questions so they can more quickly respond to common questions via chat. Other improvements to usability can be seen in the new Salesforce.com Dialer Manager, the delete option that has been added to the Call Recordings found in the WebManager in Contact History, and the Blind Carbon Copy option that can be set universally at a skill level.

Other notable enhancements include the following: The Plugin Agent has been enhanced to support dialer events in the Extension API, agents now have the ability to place a Work Item on hold and place an outbound call to get information or assistance, customers have the ability to integrate the Thin Agent application with their Salesforce.com CRM without having to utilize the Plugin Agent or Adapter for integrations, and users have the ability to resize, pin, and hide the agent application.

Documentation and Training inContact provides video training and documentation for additional in-depth information.

To access the videos, please visit inContact’s new training website at inContact University: https://university.incontact.com/Account/Login?ReturnUrl=%2f.

To access the inContact documentation, please visit http://help.incontact.com.

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NEW FEATURES Application Programming Interfaces (API) NOTE: These enhancements are specifically for developers who would like to leverage and build upon inContact’s platform. The API leverages the new inContact API Framework, including common OAuth-based authentication, monitoring and throttling, and reporting.

Real-Time Data API (TFS ID 38954) Customers can access real-time data via the new Real-Time Data API so they can present those metrics (in real-time) inside their applications.

Admin API (TFS ID 48262) Customers and developers now have access to a subset of admin objects (such as agents, skills, etc.) in support of creating custom dashboard applications, along with the Real-Time Data API.

API Methods can now retrieve the following data items: Agents, Teams, Skills, Campaigns, Contact States, Agent States, Media Types, Points of Contact, and Agent-Skill mappings.

Chat Client API (TFS ID 52368) Developers can create web, mobile, and desktop applications that enable their users to initiate a chat with an inContact agent from within their application. This enables them to add chat capabilities to their applications and to make it easier for callers to contact agents.

Scripting Environment Studio Enhancements (TFS ID 48262) Several Studio updates have been made that enable the developer to customize their development experience. The updates include the ability to create palettes, copy active palettes, rename active palettes, add new categories, rename categories, and remove categories. The user can also order their categories and actions any way they prefer.

A new Framework window and a file server structure window have been added to Studio to facilitate the adding of actions to palettes. Users can also customize action defaults, revert actions back to defaults, and remove actions from palettes.

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Automatic Call Distribution (ACD) Email Interrupt-ability (TFS ID 32332) Administrators have the ability to check an “Interruptible” checkbox within a skill that permits agents’ emails to be interrupted by incoming phone calls or chats. This enables agents to work on emails between phone calls and chats, thus increasing productivity and efficiency.

Chat Support Chat with Agent Scripting (TFS ID 35781) Agents have the ability to access a library of commonly asked questions so they can more quickly provide accurate and vetted responses. Studio has been enhanced so script developers can wrap a chat session with an agent script session and have that script be invoked when the agent receives an incoming chat request.

The agent is able to select a pre-scripted response from a list of choices and the system will support pasting the selected text into the chat session. In the case of automatic responses, the developer can programmatically associate what agent identity to display with the scripted interactions rather than simply displaying the sometimes confusing "system" label.

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Thin Agent Agent Client Connector & Work Item (TFS IDs 38955 & 41605) NOTE: Implementation by inContact’s Professional Services Team is required before this feature will work for your call center. This setup is necessary in order to allow the Salesforce.com CRM to communicate with the Thin Agent (and vice versa). The Thin Agent works in concert with the Client Connector (which handles the Salesforce.com CRM).

Customers have the ability to integrate the Thin Agent application with their Salesforce.com CRM without utilizing the Plugin Agent or Adapter for integrations. This enables call centers to utilize one agent experience that can handle various channels (e.g. Work Items, Email, Chat, etc.). This also allows call centers to be more efficient without having to switch between agents interfaces for different channels.

This feature is entirely script-driven. The script that inContact Professional Services Team will help create for your call center will drive the entire process.

New Client Connector Installer (TFS ID 56001) A new installer for the Client Connector has been created. Previously, users only had an installer for the Plugin Agent, which included the client connector. Now, we have both the Plugin Agent installer and also a Client Connector installer that does not include the Plugin Agent.

Both of these installers will install to the same directory by default.

NOTE: Users who previously installed the Plugin Agent and want to continue to do so should only update through the Plugin Agent installer. Users who just want to use the Client Connector functionality for the Thin Agent should uninstall the Plugin Agent (if installed) and install the Client Connector through the new Client Connector installer. Issues will arise if users install through both the Plugin Agent installer and Client Connector installer simultaneously, especially if they uninstall just one of them later.

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Power Agent (TFS ID 45427) Users gain the ability to resize, pin, and hide the agent application. Built to comply with the work standards of the organization and the work-style of the agent, the new Power Agent interface allows agents to answer calls, transfer work items, send emails and respond to chat - all within one powerful and unified interface. By eliminating the need navigate around their agent interface and call controls, the agent can navigate more efficiently. This lightweight interface can be resized and customized directly on the desktop to meet the preferences of contact center managers and agents to create the most efficient work environment.

NOTE: The user must install Adobe AIR on their desktop in order to utilize this new functionality.

Client Connector Enhancements (TFS ID 45764) The Client Connector has been enhanced to support dialer events in the Extension API. This API supports dialer call screen pops.

Place a Work Item on Hold (TFS ID 46029) Agents now have the ability to place a Work Item on hold so they can place an outbound call to get information or assistance. The “Hold” button is enabled during a Work Item; while on hold the Work Item will appear and behave as a phone call. Agents still have the ability to place an outbound phone call and to control it normally. The Work Item remains visible during the phone call, but all reporting will be attributed to the outbound call. The Work Item will be in a hold state during the entire phone call.

Determining Agent Timeout Settings (TFS ID 51556) Supervisors now have the powerful ability to customize the auto logout settings for the agent application so that agents can be unavailable for more than two hours and not get auto logged out. This is extremely helpful in scenarios such as training or while agents are working on side projects. For example, if a user is scheduled for four-hour training and the supervisor still wants to track that time in the system, this can be done with these new timeout settings. Also, if an agent is working emails outside the inContact system and the supervisor wants to track this time using a custom unavailable code.

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Reporting New Reports in Central (TFS ID 40221) Agent historical reports have been added into the Dashboards in Central.

NOTE: The permissions for these widgets adhere to the same rules as Real-Time widgets.

Custom Custom Reports in Central (TFS ID 40222) Managers and supervisors have the ability to access their custom reports from within the browser-based Central so they do not need to install a separate Windows desktop application.

Promise Keeper Report (TFS ID 49875) Data analysts can now view promises that are made, kept, and not kept for specific skills or agents. This data will be displayed via a Promise Keeper Report.

Grammar Service Performance (TFS ID 47417 & 45420) NOTE: ASR Compile isn’t a script action that users would want to use in a customer script. Rather it’s a script action that users would want to use on an as-needed or periodic basis. The ASR Compile should be used only on a periodic or, better yet, human-triggered basis. User will NOT get good results if they use ASRCOMPILE inline in an active script.

NOTE: User’s should engage inContact’s Professional Services team to help combine ASR Compile with ASRSQL.

Grammar Service Performance has been streamlined so very large ASR grammar files load really quickly. This ensures customers don't sit there listening to dead air before the prompt gets played. This also ensures that there are no long delays during lookup in an IVR setting.

To utilize this functionality, the user must use the ASRCOMPILE Studio action. This action is under the ASR tab in Studio, and is designed to be used in conjunction with the ASRSQL action. At runtime, the job will be sent to the Grammar Service via an HTTP request. The grammar service will perform the request and then the result will be uploaded to the FileServer.

The following is an example of what the script might look like:

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ENHANCEMENTS Outbound Offering (Dialer) Campaign Management (TFS ID 38825) NOTE: Agentless skills now require a script when defined as “Agentless”.

The Central interface now provides a more user-friendly environment for the management of Outbound Skills. Additional APIs allow for the capability of handling automated outbound strategies (i.e. Preview, Progressive, Predictive, and Messenger). In addition, there are new APIs to start/stop a campaign, create outbound skills with parameters, update parameters, display current statuses, etc.

Agent Dispositions are also displayed. Users can categorize dispositions by “Positive”, “Negative”, “Other”, etc.

Functionality has been added to the configuration of filters that allows users to preview the records selected by their filter settings.

Another feature associated with campaign management is Row Level Caller ID. For each phone number the customer has on their list, they can associate a Caller ID value that should be used for that phone number.

Other changes have been made to the way answering machines are handled in the campaign management section.

Dispositions for Automated Outbound Skills (TFS ID 49564) Many new improvements have been made to the way dispositions are handled for automated outbound skills. Users used to manually associate a disposition with an agent outcome. This is all now done automatically. To enable this, there is a new disposition classification field that must be selected by the user. The classification can be "Positive", "Negative", "Other", etc.

Because of the auto-handling of agent outcomes, dispositions are now required to be named uniquely. If, for example, you open an existing disposition that has the same name as another disposition and try to save it, the system will force you to change the name to something unique.

NOTE: If all dispositions contain a disposition classification of NONE, the disposition names may be duplicated. If even one of the dispositions contains a non-NONE disposition classification, the system won’t allow the user to enter a disposition name that already exists.

Blending for Progressive and Preview Campaigns (TFS ID 32064) Managers have the ability to better manage agent utilization through the inContact system. For example, if agents have the ability to handle both inbound and outbound calls, the system can ensure these agents are being used as efficiently as possible. Therefore, as inbound volume exceeds available resources, the system will help the manager leverage the properly-skilled outbound agents. Based on pre-defined priorities, the system will deliver the highest priority work to the agents available to take a call.

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In essence, users have the ability to make the transition from inbound and outbound calls more transparent to their agents without creating a need for the agents to log out of one system and into another. Managers have the ability to have an available agent take the next highest priority call whether that is an inbound queued call or an outbound call.

The system is able to identify the next “best” record to call, the call is delivered to an agent, the call request is presented to the switch without involving Sytel (requires that inContact is already in control of the list management and list execution), the system reschedules calls not reached or completed, and the agent participates in the entire call process.

Agent Performance – List Performance (TFS ID 38810) Call center managers can now better track agent and list performance with a new set of reports and widgets.

The Outbound Agent Monitor Widget allows managers to track real- time how their agents are doing on automated outbound campaigns including several outbound-specific metrics.

The Outbound Skill Monitor Widget allows managers to track real-time performance of a skill/list.

The Outbound Agent Performance Report allows managers to utilize an outbound-oriented report that can be used to review and coach outbound agents on a broad and detailed list of outbound KPIs.

These new reports and widgets will help call center managers track the profitability of their outbound campaigns. Labor costs and list performance can also be monitored. Top performers can be tracked and managers can make sure the call center is not making dials beyond the effective penetration of the list. Collections can also be tracked. Managers of outbound calling efforts can measure the profitability of outbound campaigns.

Salesforce.com Outbound List Manager for Salesforce.com (TFS ID 44789) The Outbound List Manager is a native Salesforce.com application that enables an administrator to define Salesforce.com “campaigns” containing Salesforce.com contact leads and automatically converts them into dialer lists. In addition, the administrator can start, monitor, and stop dialer campaigns on the inContact platform. Administrators will be able to synchronize dialer results with the Salesforce.com contacts and leads.

Central Delete Option Added to Call Recordings (TFS ID 24167) A delete option has been added to the Call Recordings found in Central’s “Contact History” report. This feature simplifies file deletion in the event that a call recording containing sensitive information is found from the Contact History report.

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BCC on Email (TFS ID 30438) A Blind Carbon Copy option can now be set universally at a skill level. For example, administrators and supervisors now have the ability to add a forced BCC to all sent emails so that a central authority/account receives a copy of all transactions. Multiple addresses can be added to the BCC field.

Mandatory Fields (TFS ID 50186) Some fields have been made mandatory within Central. “Country”, “State/Province”, and “City” are all now mandatory. Country is a mandatory field and is a drop-down field. State/Province is also mandatory if the state/provinces are required (USA and Canada). The city is a mandatory free-form field.

Agent Agent Address Book A “Team”, “Skill”, and “State” filter has been added to the Agent Address Book so agents have the ability to filter their address book by any of these variables. Agents will be able to save time by quickly finding members of a team, skill, or state. Users also have the ability to view all agents, available agents, unavailable agents, or all logged-in agents.

Agent Monitor Call center supervisors have the ability to restrict which users they see in the Supervisor Panel. Now the Supervisor Panel display can be limited to show only the teams to which the supervisors have access to monitor. A data restrictor was also added for teams and users.

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Enhanced Services Network (ESN) 64-bit Contact IDs (TFS ID 8171) The Contact IDs, Master Contact IDs, and Agent Session IDs have all been upgraded from 32-bit to 64-bit within the inContact Platform.

This allows the NG system to continue to assign unique Contact IDs to every contact no matter how large the platform becomes or how many new clients join the inContact family. Pro customers will not be affected at all by this enhancement.

NOTE: If you utilize the inSideWS web service, you will see a change with the move to 64-bit Contact IDs. After deploy of the new software, when you re-import the inSideWS WSDL, the data types will be updated to the new 64-bit version.