The Grand Platform Update to Expand Your Contact Center Capabilities

We are pleased to announce a significant platform update that provides numerous opportunities for your contact center to operate more productively and effectively. Let’s take a look at the key new features. Spoiler: there will be a lot of them!

One of the biggest platform novelties is the ability to record the agent’s screen. We are sure this feature will be beneficial to companies for monitoring agent productivity and maintaining a high level of customer service. The 25.10 release introduces tools for capturing agent screens as images and videos, which can be set manually or pre-configured to take screenshots automatically during calls. The main screen tracking parameters, such as recording frequency and duration, can be configured in the Admin section.

All recordings will be available for viewing and filtering in the call history section and operator profiles. You can also download files to a PC or save them to Storage by configuring parameters (such as storage duration, file types, etc.) in advance. Moreover, users with Supervisor and Admin rights can view the agent’s screen in real time, as well as take screenshots and video recordings. The new feature will be available under the DeskTrack, a separate Webitel’s licensed product. Feel free to contact our managers to learn more details about the presented product.

Screen recordings saved to the agent's card

The next important change to the platform is an updated password policy, including mandatory criteria such as minimum length (8 characters), inability to use login in password, and the previous 5 passwords. The new password expires in 120 days; after that, the system will prompt you to change your password by generating a new one. By the way, the contact center admin can configure additional parameters for user passwords: lowercase and uppercase letters, numbers, or special characters.

The next updates include visual and functional changes in Workspace, in particular:

• hotkeys – an option for quick replies in a chat using the keyboard. You need to press forward slash /, select the answer with the pointer, and press Enter;

• updated activity indicators in the left work panel, displaying current calls, chats, and tasks. Instead of yellow and green icons, we will use red and yellow ones in Workspace for a better differentiation of contact center activities;

• an ability to increase the duration of call, chat, and task post-processing. The parameters of added time can be configured in the Contact Center – Queues – Processing sections;

• optimized contact search and adding, which includes displaying ten contacts in search results, as well as the ability to create a new contact in Workspace or add an alternative phone number or other information to the existing contact. In addition, we have implemented the ability to set criteria for contact search (by name, number, email, etc.) using the ‘Form select from’ component from the Flow Manager graphical editor;

• a possibility for the agent to leave comments when choosing the break or pause reason. The comments will be saved in the system and displayed to the designated supervisor;

The agent can write a comment when selecting the pause reason

Following the chat updates, we’ve prepared two new features. The first one is the option of antivirus check for files sent by the client or agent in a chat. If the system detects a threat, the file will be quarantined or blocked. The next important update is the ability to send outgoing messages to a contact subscribed to your chatbot, even if that contact has never written in the chat. This tool opens up new opportunities for companies to promote their services and engage with customers.

Some of the other useful platform updates include:

- a new switcher to enable or disable all queues;

- updated queue registry with information about resources and resource groups to make it easier for administrators and managers find the necessary data.

And we move to one of the most significant platform updates implemented by our team, which concerns agent interaction during call handling. Now operators can transfer calls in one of three ways: to the user, to another agent, or to the inbound queue. In the first case, the call can be transferred to the user available from the list in Workspace. This is the so-called ‘blind’ transfer. What does it mean? When the agent forwards the call to the user, a conversation summary after that agent is saved in the system, while the post-processing results of the second agent (selected user) are not.

Call transfer to another operator available on the 'Agents' list (note, the call can also be transferred to the user (on the 'Users' tab), and to the queue (see the 'Queues' tab)

The next way involves the ‘consultative’ call forward to one of the available agents on the list. The first operator can complete the post-processing form, which is automatically passed to another agent who can also add conversation details. Then, the post-processing results after the second agent are stored in the system. The last method can include both ‘blind’ and ‘consultative’ transfers. When the agent selects call transfer to the inbound queue, the post-processing results of both agents are saved in the system. We hope the latest system improvements will expand contact center capabilities and enhance customer communication.

Speaking of other release features, we would like to introduce the updated Flow Manager constructor, with greater productivity and functionality. We’ve added a new component – ‘Open link’, which allows you to set parameters and open links from the post-processing form in Workspace (for example, when clicking a button). Another section update is a progress bar that shows the user the download progress when opening large Flow schemas. We have also updated the Google TTS voice list and added language filtering.

Updated voice list with filtering by language in the Flow Manager graphical editor

Final updates were implemented in the Cases section. We have renewed the case registry design, added colored rows, an indicator for completed cases, and the ability to change the width and position of columns in the case table. Moreover, users can now view the current case statuses, brief descriptions, and comments in the general registry without the need to navigate to the case card.

We hope the upgraded platform version will help you flawlessly configure and manage contact center workflows, allow you to work more efficiently with calls, chats, and tasks, and open up new opportunities for greater customer interaction.