Name: Audio calls in messaging conversations
Subtext: Allow agents to add audio calls to a messaging interaction
Access Level: Yes/No

Name: Video calls in messaging conversations
Subtext: Allow agents to add video calls to a messaging interaction
Access Level: Yes/No

These permissions offer the following benefits.

• Enhanced Administrative Control: Administrators can easily manage permissions through a user-friendly interface and control access to audio/video call features.
• Improved User Experience: Reduced instances of agents attempting to use unconfigured features, resulting in a more streamlined operational flow.
• Flexibility and Scalability: The system is optimized to adapt seamlessly to various organizational structures and sizes.
• Clarity and Efficiency for Agents: Agents have clarity regarding their permissions for using audio/video call features. Learn more.

Administrators can select individual categories on the Incoming Volume stacked bar graph. Clicking the legends allows them to see the conversation counts in the selected categories during the chosen time. Learn more.

In the Queue Performance table, the closed count shows all closed conversations, excluding the abandoned conversations (in Queue or with an Agent).

DASHBOARD > My Dashboard

In the Closed widget, the count shows all conversations that are closed by agents, excluding those that are abandoned while interacting with agents. Learn more.

ACW Enabled:

The following options are available:

• Immediate Slot Release: The slot becomes available immediately when the conversation ends. Agents can finalize the disposition at their convenience. Existing users will have this option selected.
  
• Timed Slot Release: Agents are required to complete the disposition within a pre-set time duration, during which the slot will remain occupied. A default 30-second timer appears by default, which administrators can modify. The configurable time duration ranges between a minimum of 10 seconds and a maximum of 15 minutes. If the timer field is blank, an alert message is displayed to enter a timeout value ranging between 10 seconds and 15 minutes for the timed slot release. New users will have this option selected with the default value of 30 seconds.
  
• Indefinite Slot Release: If selected, the slot remains occupied until the agent submits the disposition.
  

ACW Disabled:

When ACW is disabled for a specific queue, any conversation concluding within that queue disappears from the agent console after the conversation ends, freeing up slots. Agents do not receive any disposition sets or summary notes related to these conversations. Learn more.

MONITOR Tab:

• Added Avg ACW column on “Queues” and “Agents” tabs and ACW column on the Interactions tab.
• Added engagement metric for Avg ACW on “Queues”, “Agents”, and ACW Duration on the  “Interactions” tab. Learn more. Learn more.
  

Name: Queue Visibility and Access
Subtext: Decide which queues are available for access in the Monitor
Access Level: All/Self/None

• If a user’s Queue Membership is set to “All” they can view the data for all queues on the Monitor tab.
• If a user’s Queue Membership is set to “Self” they can view the queues they are a part of.
• If a user’s Queue Membership is set to “None” they cannot view any queues.

This permission works in combination with the Monitor tab access permission.

• If a user has monitor tab access but queue visibility and access permission is set to “None”, they cannot view any data.
• If a user does not have monitor tab access, this permission is irrelevant as they cannot view the monitor tab. Learn more.

Context Sharing from Internal to External Widgets
Internal widgets can send contextual information to external widgets, allowing informed customer interactions.

Text Transfer
Agents can copy text from an external widget to the compose bar, reducing the effort of manually responding to customers.

External widgets can send selected text to the Live Interaction pane. The received text is automatically populated in the compose bar on the Live Interaction Pane. Learn more.

• Search Results: This enables agents to control the results displayed by Knowledge AI inside the AgentAssist Widget.
  • Always Show: The search results appear irrespective of bot intents. When agents search within the search bar, all matching results from Knowledge AI are displayed.
  • Show with XO results: Displays Knowledge AI results only upon identification of Bot Intents (Dialog Tasks and FAQs).
  • Show as a Fallback event: Knowledge AI results are presented as a fallback option when no specific XO events are identified.
• Show Auto-Suggestions: When On is selected, auto-suggestions are displayed in the Ask AgentAssist search bar.
• API Integration: This feature enables administrators to optimize the search experience with Advanced Knowledge AI API configuration. You can choose from the following options:
  • Basic API: This uses default knowledge AI API Configuration.
  • Advanced API: You can define your custom scripts to define the behavior of KnowledgeAI results. Learn more.

All the existing metrics displayed on the agent performance table are replaced with the following metrics, as the existing metrics are already present in the reports:

• OFFERED – Count of interactions assigned to an agent.
• ANSWERED – Count of interactions accepted by an agent.
• UNANSWERED – Count of interactions NOT accepted by an agent.
• ABANDONED – Count of interactions where a user has abandoned while conversing with an agent.
• TRANSFERRED – Count of interactions that an agent has transferred to a queue or another agent.
• LOGGED IN – The duration an agent was logged in (DDd HHh MMm).
• CLOSED/HOUR – Count of conversations closed per hour in the logged-in status.
• AHT – Average Handle Time (as calculated – for Async).
• CSAT – Average CSAT for interactions that an agent has closed. Learn more.

• Agent Activity Summary Report: The Agent Custom ID column is added after the Agent Name field.
• Agent Login-Logout Detail Report: The Agent Custom ID column is added after the Agent Name field.
• Agent Status Detail Report: The Agent Custom ID column is added after the Agent Name field.
• Agent Metrics Daily Report: The Agent Custom ID column is added after the Agent Name field.
• Agent Chat Metrics Daily Report: The Agent Custom ID column is added after the Agent Name field.

• Added Agent Group filter and included all agent groups assigned to a supervisor.
• All agents managing the assigned queues appear below the agent group.
• The list of agents shown is based on the queues assigned.
• When an agent group is selected, all the agents that are members of that group are selected.
• When an agent group is un-selected, all the agents that are members of that group are un-selected.
• The results of this filter consider the selected agents and not the agent groups.

• A new filter is added for Skills.
• When a supervisor clicks skills, a list of all skills available in the account is shown.
• The “Conversations with No skill” option is included to filter for conversations that have no skills assigned to them.
• All skills are selected by default.
• When a filter with selected skills is applied, all conversations assigned with at least one selected skill are displayed.

DASHBOARD > Interactions

• A new filter is added for Skills.
• When a supervisor clicks skills, a list of all skills available in the account is shown.
• The “Conversations with No skill” option is included to filter for conversations that have no skills assigned to them.
• All skills are selected by default.
• When a filter with selected skills is applied, all conversations assigned with at least one selected skill are displayed.
• If the data is exported from the Interactions tab, the saved filter data, including the skills, is exported.

When the automatic conversation summary is enabled, the arrival and post-conversation summaries are generated.

When the automatic conversation summary is disabled, the arrival and post-conversation summaries are not generated. Learn more.

Name: Change User Role
Subtext: Allow user roles to be modified
Access Level: Yes/No

Users belonging to roles with this permission selected as ‘Yes‘ can modify the role of an existing user.

Users belonging to roles with this permission selected as ‘No‘ cannot modify the role of an existing user. Learn more.

• “Abandoned in Queue” – Count of conversations (NNNN) that were abandoned while waiting in the queue.
• “Abandoned with Agent” – Count of conversations (NNNN) that were abandoned while being attended by an Agent.
  

The sum of these counts is displayed in the Weekly and Monthly summaries.

Clicking the percentage value on the Abandon Rate widget shows the following information:

• “Abandoned while in Queue” – Count of conversations (NNNN) that were abandoned while waiting in the queue.
• “Abandoned while with Agent” – Count of conversations (NNNN) that were abandoned while being attended by an Agent. Learn more.

• Closed: Count of conversations the agent closed. This does not count the conversations that were counted as Abandoned while with Agent.
• Not Accepted: Count of conversations the agent did not accept. This does not count the conversations that the agent subsequently accepted.

• Assist
• Library
• My Bot
• Transcript
• Proactive (Toggle Switch)
• Search/Ask AgentAssist
• Agent Coaching
• Playbooks
• Customer-Bot Conversation History
• Auto Conversation Summary

AgentAssist v2 is now available by default for new SmartAssist users. The widget name appears as “AgentAssist”.

Users will have to manually replace AgentAssist v1 with AgentAssist v2 in existing SmartAssist layouts

The updated widget name “AgentAssist” now appears for existing layouts using AgentAssist v2 (Beta). Learn more.

Users can also designate a specific number as the Caller ID for outgoing calls.

NOTE: If the configured SIP trunk does not support outbound calls, outgoing calls will not function as expected. Learn more.

Also, if an action is not configured, the call is closed immediately. Learn more.

The “From” Column is renamed to “CUSTOMER” and displays customer information for Inbound and Outbound interactions.

The “To” Column is renamed to “SUPPORT” and displays support center side information (Support phone number for Inbound and Outbound interactions, and the Bot name for Inbound chats). Learn more.

To provide a more comprehensive and detailed representation of Agent statuses and their respective durations in CSV exports, the following changes are made:

Enhanced CSV Structure for Away Statuses:

After the “Away” status, the CSV now shows individual fields with durations (HHH:mm:SS). For example:

“Away:Away” – When the Agent selects “Away”.
“Away:Break” – When the Agent selects “Break”.
“Away:Lunch” – When the Agent selects “Lunch”.
“Away:Personal” – When the Agent selects “Personal”.

Improved CSV Representation for Busy Statuses:

After the “Busy” status, the CSV now shows individual fields with durations (HHH:mm:SS) for all Busy-type statuses that the Agent selects.

Enhanced Calculation for Weekly and Monthly Totals:

The weekly and monthly total durations in CSV files are now calculated using the SUM function, ensuring accuracy across existing and new duration fields.

Standard Responses can be sent by pressing the Forward Slash (/) in the compose bar. Pressing Escape immediately after the slash closes the standard responses window.

When an interaction is snoozed, a message appears on the live interaction pane at the top, and the agent is intimated on the live interaction.

The conversation timer is paused when an interaction is snoozed. The timer starts when the interaction is resumed.

Hovering over the snooze button on the Conversation Tray displays the duration for which the interaction is snoozed.

• When adding a new user to an account, the system automatically sends an email containing a login link. Clicking on this link will redirect the user to the login page, where they can enter their email ID and log in using the defined SSO account flow.

Non-SSO-enabled accounts:

• Upon adding a new user to an account, an email is sent to the user containing a login link, along  with an invite link containing a Login User ID and Password.
• The user must enter the provided Login User ID and Password after clicking the login link. After this initial login, they will be prompted to set a new password before gaining access to the application.
  

Note: If the user closes the application midway through this process, they will be prompted to set the password the next time they attempt to log in before accessing the application.

Supervisors can view in-progress interactions on the Interactions tab. They can intervene as a supervisor, similar to the Monitor tab, and join, reassign, or change the queue of any interaction visible on the Interactions tab. Learn more.

Supervisors can see the Agents, Queues, and Skills for every interaction on the Interactions tab. These fields are also available in the exported file (.CSV format). This update will enable supervisors to manage the agent and queue loads better. Learn more.

The widgets in the Overview section are updated as follows:

• An info icon is added to the Abandon Rate Percentage. Hovering over the widget displays the “Abandonments” and “Abandon Count: NNNNN” (For example, Abandon Count: 83).

• An info icon is added to the Transfer Rate Percentage. Hovering over the widget displays the “Transfers” and “Transfer Count: NNNNN” (For example, Transfer Count: 83).

• An info icon is added to the Resolved Rate Percentage. Hovering over the widget displays the “Resolved Interactions” and “Resolved Count: NNNNN” (For example, Resolved Count: 83).

• Renamed the Closed widget to “Completed“.

• The following groups are included in the System Terminations drill down:
  • Network Failures: Count all network failures detected by SmartAssist.
  • Voice gateway errors: Count all errors detected by Audiocode or any other voice provider.
  • Others: Count all other errors identified by SmartAssist.

The Queue Performance table is revamped to prioritize the most relevant information. Since the Average Response Times, First Response Time, and other related metrics are already available in the reports, the focus of the Queue Performance Table is to showcase the following:

• Incoming
• Answered
• Abandoned
• Transferred
• Voicemails
• Terminated
• Closed
• Average Speed to Answer (ASA)
• Average Handle Time (AHT)
• Customer Satisfaction (CSAT)

Learn more.

A new Voicemail column is added to the Queue Performance table. The count of all voicemails associated with each queue will be shown in this column.

Reports:

Queue Metrics Daily Report: A “Voicemails” column is added to the .CSV format of the report to track the count of voicemails created in each queue.

Interaction Details Report: A filter for Voicemails is added with the following options:

• Only Voicemails
• No Voicemails
• Show All

There are no changes in the output formats of this report.

Supervisors can view Voicemails on the Interactions tab.

• “Voicemails” is added to the saved filters (visible only when KoreVG is enabled). It includes the following multi-select options:
  • Voicemails
  • Interactions that are not voicemails
• By default, both options are pre-selected. If “Voicemails” is selected, only voicemails will be displayed.
• If “Interactions that are not voicemails” is selected, voicemails are excluded.
• When both options are selected, all interactions, including voicemails, are shown.
• Voicemail recordings are available on the Details window and include the option to playback the recording.
• Transcriptions of actual recordings of the voicemail conversations are available in the chat history.

The snooze functionality allows agents to temporarily pause the conversation timer and resume it when either the customer or the agent responds. This feature also opens up available slots for the agent to take on additional conversations. Learn more.

• Emails can be distributed to multiple recipients using CC (Carbon Copy) and BCC (Blind Carbon Copy) fields.
• Option to select and send standard responses from a library.
• Attach files and documents to emails for sharing relevant information or resources.
• Add notes (customer feedback, key points, next action, suggestions) to email interactions. Learn more.

The following functionalities have been added to the digital channels for easy identification and better readability of conversations:

• Color codes for easy identification and better readability of conversations.
• If the editor is closed and there is content inside, the mail is preserved as a draft and can be accessed from the bottom of the console. Learn more.

SmartAssist allows you to redact any sensitive information that customers share. When you enable redaction for sensitive information, you can transform its value into a pattern that doesn’t contain comprehensible data.

For chat conversations: In the response, the system tracks and identifies sensitive information and type of sensitivity (PII, PCI, PHI).

For audio conversations: In the response, the system tracks and identifies information and type of sensitivity (PII, PCI, PHI) in the transcription. Learn more.

• Greeting
• Branding
• Privacy policy
• Hold Etiquette
• Customer Verification
• Proper Sign-Off

Learn more.

When a customer waits for a response and the agent does not respond, the conversation is marked as “Overdue” after a pre-configured time and returns to the queue to be assigned to another agent if the agent remains inactive. A notification is sent to the agent, informing them that their response is overdue. 

The customer is notified after the configured duration that the conversation is being moved back to the queue due to agent inactivity and will be assigned to another agent with the highest priority.

Auto-Expiry Notification

When a customer does not respond to the conversation within a pre-configured time, the conversation is marked as “Idle”. 

A notification is sent to the customer, informing them to respond to the agent within a configured time, otherwise, the conversation will expire.

On completion of the configured duration, the conversation auto-expires. The agent and the customer are notified about the same.

When Agent Transfer is initiated, a message is displayed to the user, along with the welcome message: “To end the conversation at any point, you can use the command /ConfiguredEndCommand.”

When the user enters the configured end command, the conversation is terminated,  and the customer is notified.

The load capacity indicator displays the agent’s overall load capacity. Hovering over the load shows the channel-wise load capacity. Learn more.

Efficient contact centers are the backbone of excellent support. To ensure teams are maximizing productivity and efficiency, managers use key performance indicators. Key Performance Indicators (KPIs) in a contact center environment are measurable metrics used to assess the effectiveness and efficiency of customer service operations. They include:

• Average Speed to Answer
• Abandonment Rate
• Customer Satisfaction (CSAT)
• Transfer Rate

Learn more.

Agents follow pre-defined scripts when handling customer interactions. These scripts are part of either the static playbooks configured in AgentAssist or business process-specific scripts configured in the dynamic playbooks in AgentAssist.

Supervisors can track agents’ adherence to the configured scripts. The adherence is presented as a bar graph, with each attribute represented by individual bars indicating the compliance percentage for the selected period. When the playbook steps are the same across all the different playbook configurations, they appear as the default set of parameters for measuring adherence. Learn more.

When no Agent Assist playbooks are configured, adherence is displayed for the following parameters (Conversation Etiquettes) by default:

• Greeting
• Branding
• Privacy policy
• Hold Etiquette
• Customer Verification
• Proper Sign-Off

Learn more.

Hovering over the keyword displays the total number of keyword mentions and the total count of unique interactions where the keyword is present. Learn more.

This live metric shows the number of conversations currently in the overdue state (the agent has not responded). It displays the count based on all the interactions currently associated with the selected queues and agents. Learn more.

Average Talk Time is a metric that calculates the average duration of conversations or interactions during a specified period (Daily, Weekly, Monthly).

This data is displayed in the CSV output of the report.

Actual values are displayed on hover for the three columns currently depicting percentages (Response Service Level, Abandon Rate, and Transfer Rate). The number reflects the numerator of the percentage.

This improvement allows users to do the following:

• Configure email addresses, attach email as a channel to inbound flows and utilize all advanced functionalities of the experience flow, such as routing and attachment to bots.
• Email interactions can be viewed on the monitor tab and dashboard.
• With the newly introduced conversational status controls for the email channel, you can now configure and send notifications and messages to users and agents at key milestones in the email lifecycle.
• The console enhancement brings the familiar email conversation experience. Email interactions on the console comprise a threaded structure, collapsible email tiles, and a header bar that assists agents in navigating complex and lengthy email chains with the ease of familiarity associated with the traditional email conversation experience.
• Adjusted the email slot and user addition rules. Now, a maximum of 15 email slots can be defined for better management and scalability. Learn more.

Agents making manual outbound calls can select the number they wish to use from the available options. This gives agents flexibility and control over the numbers they use for outbound calls. Learn more.

The key sections of this dashboard include:

• Agent Efficacy – Empathy Score, CSAT, Crutch Word Score, Agent Performance Monitor, and Agent Occupancy.
• Customer Experience – Avg. Wait Time, Net Promoter Score (NPS), and Churn Risk.
• Insights Mining –  Topic vs. Sentiment Bubble, Keyword Cloud & Emotions
• Interaction Details – Date/Time of the session, Call ID, Agent name/ID, Description, Call Reason/Intent, Sentiment Score, and Dispositions.  Learn more.

The Change Queue functionality is added to the Agents and Interactions pages in the Monitor tab.

This real-time tracking system continuously measures the duration an agent remains away and displays this information in an easily accessible format for supervisors. This functionality offers valuable insights into the agent’s real-time availability and ensures that agents are available during working hours.

Under the ‘Agents’ tab, the status column displays the duration for which each agent has remained in their current status. Learn more.

1. Total Handle Time: This metric represents the total time spent on handling all conversations, with calculations based on the specific formulae for each channel.
2. Avg Handle Time (AHT): This metric is derived from the Total Handle Time (mentioned above) divided by the number of conversations, offering an average handle time per conversation for each agent in the report.
3. Closed Conversations: This metric provides a count of conversations that were closed by each agent.

• Weekly and Monthly Summary Rows: The weekly and monthly summary rows are revised in both the CSV and PDF formats. These summaries are now categorized by Queue Name and Channel Name, making it easier to understand and analyze your queue metrics data.
• Average CSAT (Customer Satisfaction) Score: To further enhance your reporting capabilities, the Average CSAT score is added to the Queue Metrics report. This score is available in the CSV format.

All conversations terminated by the system are displayed in the System Terminations widget. These conversations may have been terminated for various reasons, including:

• Incoming interaction outside of business hours.
• No available agent to handle the conversation.
• Errors due to network failure, voice provider failure, or other technical issues.

Including terminated conversations provides a comprehensive view of all interactions, even those that did not proceed to completion due to specific circumstances. This addition ensures an accurate and informative representation of agent and queue performance. Learn more.

Users with the built-in Agent role can only see interactions in which they are participants.

For users with custom roles, an administrator can configure whether they can view all conversations or only those in which they are participants.