1 INTRODUCTION
This release includes improvements to the way we show calendar -availability, as well as made it possible to transfer directly to Zylinc Cloud agent from the search results. We have also improved the statistics call log to include transfers. Finally we have enhanced our Call Recording with outbound and on-demand capability, as well as added new support for On-Prem Exchange.
2 NEW WAY TO SHOW CALENDAR BASED AVAILABILITY
In our presence overview, we have changed how we show availability from the calendar. Now the agent sees color as well as a time. This indicates that the current state will last until yy:yy. So if a contact is showing Until 13:00 that means that the contact is busy until 13:00. Likewise if the text says Until 13:00 that means contact is available until 13:00. Finally, we show Until 13:00 in yellow for the last 15 min (default). before the contact goes from available to busy.
In the configuration manager, the admin can set working hours as well as how far in advance the alert color should be shown.
3 TRANSFER CALL TO AGENT
When an agent search for a contact, we will give the agent the option to transfer directly or dial the contact. This is based on the following hierarchy:
1. Agent
2. Office Phone
3. Mobile Phone
This means that if a contact is online as an agent, our default option will be to transfer directly to the agent rather than the office phone or mobile phone. The agent can still select the exact endpoint the agent wishes to transfer to, so this only changes our default offering in the overview.
4 SHOW CALL TRANSFER IN STATISTICS
We have updated our statistics to include transfers as well. This means that in the call log, we have added "Transferred to address", "Transferred to name" and "TransferResult". This shows if the conversation was transferred and to whom, as well as whether the transfer was a success or not.
5 QUEUE ALERTS
We have included the option to get alerts outside the agent, when certain thresholds are reached. This can be done via SMS and/or Email, and send to as many relevant parties as required. We can send out alerts based on the following:
- Queue unmonitored
- Insufficient agents monitoring queue
- Sufficient agents monitoring queue
- Waiting conversation count in queue has exceeded threshold
- Waiting conversation count in queue has fallen below threshold
- Waiting duration in queue has exceeded threshold
- Waiting duration in queue has fallen below threshold
Select which queue alerts and recipients to send the alerts to in "Queue Alarms", and then add this into the configurations of the queues that should have alarms.
6 RECORDING ON-DEMAN AND OUTBOUND CALLS
We have improved our Call Recording solution with the ability to record outbound calls as well as use Call Recording on-demand for the individual agent.
Outbound recording can be activated in the configuration manager under "Outbound Recording".
On-Demand recording is always active if Call Recording is available on the tenant, so the agent can choose to record if needed. To do so, the agent must click the record button in the call card during the conversation to save it in its entirety.