1 INTRODUCTION
This includes the introduction of Dark Theme and NPS survey, as well as improvements to our use of hotkeys and wallboard.
2 DARK THEME
We at Zylinc are proud to introduce Dark Theme. This makes it more comfortable for extended use, as well as making it ideal for use in lowlight situations.
You can turn Dark Theme/Light Theme on by clicking your initials in the upper right-hand corner and selecting it
3 NEW HOTKEYS
To better facilitate the use of hotkeys in our client, we have introduced a range of new configuration options, making it easier for the user to select which actions and keystrokes should be used. The keys can be defined for every workspace separately.
To see the entire list of new actions that can be bound to a key, look in the settings menu under "Hotkeys"
4 GLOBALLY DEFINED SHORTCUTS
With our new shortcut keys, we have also introduced a global configuration option. This can be found on the configuration manager under "Licenses and profiles" > "Global Configurations", where you can build your own set of shortcut keys and then assign this configuration via "User Feature profiles".
The user can still select other keys for a given action, but if they click reset, they will return to this global configuration.
5 NPS (Net Promoter Score) SURVEY
We have introduced a partnership with NPS.today in our client, allowing for the use of NPS surveys via our queues. This means that the customer will receive an SMS after the conversation has ended, which allows him to rate the company on a classic 0-10 score. The score will then be added to our statistics for the call and shown when the caller calls the next time. Additionally, we have also included the option for P-gap training, giving you the ability to have your agents rate the conversation and then compare this to the customer's rating. The P-gap can then be used for training and coaching purposes towards the agent. The P-gap is not a perpetual state, but instead something the admin activates for a specific timeframe (usually a week or two).
For more info regarding the product and pricing, please reach out to your sales representative.
6 NEW WALLBOARD TEMPLATE
We have built a new wallboard template to better show agents and queues going forward. The new template will compliment our current one, so you can choose which variation to use for any specific wallboard.
7 ADDITIONS TO ZYLINC OPEN API
We have added additional options to our OpenAPI, in order to accommodate call handling via our API.
The following actions have been added:
- Answer a call
- End a call
- Click2Dial (with Call ID selection)
- Transfer call to (number)
Additionally we have added:
- event data includes digitits collected in queue.
- Call data includes call duration and call ended timestamp.