1. New chat analytics
We have started developing analytics for text channels in voximplant kit. The first updates include:
13 new metrics are now available in live monitoring ("queues"), including:
number of received and processed chats
average reaction time
average handle time, and more
these metrics help you assess agent workload and chat communication efficiency.
In future releases:
new metrics will be added to other monitoring sections.
There will be separate agent statuses for voice and text channels, providing:
more flexibility for agents
more targeted approach to workload management for supervisors
2. Call history
We have updated the interface of the "history" section:
we divided the call result into two columns:
"attempt result" shows system statuses (including outbound calls)
"wrap-up code" displays the code assigned by an agent
this will make it easier to filter calls and analyze them based on specific parameters.
3. Sending HSM templates via Whatsapp from scenarios
A new block has been added to the scenario editor Send via whatsapp.
You can now automatically send template messages to customers directly from your scenario.
4. New permissions for supervisors in agent campaigns
Supervisors with editor permissions in agent campaigns are now able to:
- edit settings
- upload contact lists
- independently start or pause campaigns
5. Desktop softphone updates
Redesign: the softphone now looks better and is more user-friendly.
We have added support for the following useful features:
call topics classify conversations by topics, not just tags
call queue statistics see how many calls are waiting for a response
6. User status log you can now see who changed the status: agent, supervisor, or system
7. New elevenlabs voices
New voices from elevenlabs with spanish and portuguese pronunciation are now available in voximplant kit.
8. Kazakhstan region available for registration
You can now register an account in kazakhstan independently without contacting support.
