Contact Center Services Release 8.4

OfficeSuite Contact Center Services release 8.4 is scheduled for production between March 31-April 11. The following is a summary of what is coming in the new release.
Omnichannel Functionality
OfficeSuite UC Contact Center Omnichannel allows customers to get the help they need when they need it through the communication channel that best suits their needs. Streamline communication as conversation needs change, all in a single pane of glass. Agents can move seamlessly between communication channels while reporting captures the entire life of the conversation. Agents can now transform either webchats or text message conversations directly into a voice call using outbound voice queues.
Outbound Toll-Free Caller ID Display
Admins now have access to all Toll-Free numbers associated with a Tenant. Toll-Free numbers may be used for any Outbound Voice Queue or Outbound Campaign for caller ID purposes.
Queue Hold Treatment
When a call is placed on hold after entering a Queue a unique hold treatment can be played for that caller. Allowing for a distinction between initial wait treatment and subsequent hold treatment allows the Tenant to target the far end caller with focused announcements, new marketing material, offers, and unique hold music.
Advanced Skills-Based Routing
Tenants can now create customizable skills and rate individual Agents on those skills for intelligent queue creation and call routing purposes. Using Advanced Skills-Based Routing will help ensure your callers get to the Agents who can best serve their needs. After assigning an Agent skill ranking from 0-10 for each skill, Inbound queues can be built with minimum skill levels to serve the queue.
Tenants can automatically assign qualified Agents to the queue and have other qualified Agents serve as overflow if all other assigned Agents are otherwise busy. Unqualified Agents can still be manually assigned to a queue, if desired. Also, in addition to previous queue routing options of Round Robin, Longest Idle, and Fewest Calls, Queues can route calls first to the most qualified Agent of that queue and so on down the line according to qualification.
Date Preset and Favorites - Reporting
New Date Presets and Favorites have been added to Inbound Voice Queues, Outbound Voice Queues, Inbound Chat Queues and Agent Performance reports. Selecting a Date Preset from the dropdown will auto-populate the corresponding dates for the report. Once the Date Preset, Aggregation Interval, and Queues or Agents are selected the Supervisor or Admin can save the report as a Favorite. Saved Favorite reports are unique to the user who created the report and once saved, the report is viewable under a new tab titled “Favorites” Any favorite report can be pulled on-demand, printed, scheduled or exported.
Audio Library Categorization
The Audio Library now includes categorizations including Announcement, Music, Question, Recording Announcement, Ring Back, and Whisper Announcement. When building queues and hold treatments only files that fit the corresponding category will display. Admins can still override and search the entire library, if desired.
Customer Prepared Scripting
Tenant Admins may now save scripts within the CCS portal and have those scripts presented at the Queue level either as a call is presented, answered, or after a call completes. Scripts can help Agents cover necessary information during a call such as compliance phrasing, product information, sales reminders, and the like.
Mid-Chat Forms
Mid-Chat Forms gives the capability for an Agent or Coach to send a form to the Far End to fill out during a Chat session. Forms might include providing terms and conditions, collect contact information for customers, joining email lists, etc. Admins simply create the form questions and forms while assigning the form “Mid-Chat” Once the Mid-Chat form is created it will become available to insert into a Chat session.
Personal Call Recordings and Call Details Access
Tenant Admins can now assign access to personal call recordings and call history details to individual Agents and Extension Call Recording (ECR) users. Recordings follow Tenant-level recording settings (30 days unless additional time is purchased) and call history settings (365 days).
Mobile and Softphone CCS Status Change Functionality
Agent Control Panel (ACP) status functionality has been added to the Desktop (PC and MAC) and Mobile (Android and iOS) applications for CCS Agents. An Agent’s current extension and status displays an Agent can one-click Go Ready or utilize the dropdown for all available Away or Signed Out states built on the Tenant.
Community Guidelines
The Windstream Enterprise Community is a community of real people who collaborate on answers, solutions, and ideas about the Windstream Enterprise products and services they use. We invite you to become a member, but we do have a few rules. For everyone's sake, we are committed to enforcing these guidelines, as well as our community vendor's Terms of Service.
Be Yourself
People will respect you more, engage with you more often, and treat you like a real person if you use your actual identity here. While not mandatory, it does help us identify accounts when we try to provide answers to specific questions.
Be Honest
We are into transparency, honesty, and truth. Do not misrepresent yourself or lie about your identity, affiliations, or age. Our community is based on the contributions of real people who put their reputations on the line. Be one of them.
Have (Good, Clean) Fun
We encourage the spirit of fun, so long as it does not hurt other people. Please do not use jokes, words or images that come at the expense of others. Be sensitive to other users around you, and do not post profane, sexual, or violent material.
Be Constructive with Your Criticism
The idea here is to foster healthy conversation and debate without ever attacking anyone personally. We take all questions, suggestions, and feedback seriously and will respond accordingly and so should you.
Spread the Wealth
Make our community a richer place by sharing your experience and insight. You may have the perfect answer to someone else's burning question. This is the substance of the Windstream Enterprise Community.
No Hawking!
It is okay to talk up the products or services you love (or sell), but only if it is relevant to the conversation. If you are here to plant a ton of links to your Web site without doing much else, your posts are likely to be removed by a moderator.
Do Not Wrongfully Post Content
Make sure you have the right to publish any content you post to the Windstream Enterprise Community, and do not violate the privacy of others.
Be Fruitful, but Do Not Multiply
Do not create multiple accounts to violate these guidelines, game the system, or harass and deceive other users.
No Trolls!
Trolls are users whose primary goal is to disrupt the community, attack other users, antagonize community managers, and are never interested in a productive outcome. If you engage in troll behavior, we will ask you to leave the Windstream Enterprise Community.
We are Here to Help
If you have questions or issues, we are always available to help you. Please call us at 1-888-600-5050.
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