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- In Setup, Post Call Surveys can be set up so that information can be gathered about the agent performance. These surveys can be customized by each organization to request agent performance information from callers with the goal of improving the customer experience. In Setup, activities that are set up for Post Cal Surveys can include set up that allows the survey answers to be recorded and transcribed. Survey participants can answer survey questions via key entry or voice recording. The questions for surveys can be defined and configured to collect information about the customer experience with Agents for all interactions. The results of these surveys will be included in reporting at the business process and agent level. For detailed user guide information, please see the following: ECS Setup: Interaction Handling Flow: Post Call Survey - Evolve IP Knowledge Base - The Evolve IP Knowledge Base
- New report-9,01 - Post Call Survey (PCS) Detail- Provides detailed information about the survey taken for an Agent and the answers and/or feedback received
- New report-9.02 – Post Call Survey (PCS) Summary Agent- Post Call Survey (PCS) Summary Agent- Provides the average scores of agents for a specific Post Call Survey across all Business Processes and/or a specific Business Process
- New report-9.03 – Post Call Survey (PCS) Summary BP- Provides the average scores for a Post Call Survey across all Business Processes and/or a specific Business Process
- JWT authentication can now be used to retrieve third party information. This will allow customers that use a third party (Example: CyberSource) to be authenticated directly in the ECS by setting up the name, the key, the expiration and the signature for the JWT token to be used for a third party vendor. For this current implementation, the signing algorithm for public/ private keys is RS256. After the authentication is set up, it can be selected for a REST api and used to get third party data. For example, the JWT authentication using RS256 can now be used for the authenticated transfer of payment information within the ECS system for customers.
- The calculation of the dimensions of counters was changed to not include custom interaction types. The inclusion of custom interaction types in which the origin was defined as “any” or multiple media types caused an incorrect calculation of the counters. “Basic” interaction types in which the Media Type of telephony, chat, fax, email or SMS and Origin of incoming, outgoing internal, outgoing external, callback, campaign or transferred are now included in the counters. This will result in correct values being presented for counters.
- Predictive campaigns were not being offered to Agents in Ready state. This was due to the process in which Agents were being assigned interactions.
- Lines for Business Processes or Channels that are registered to Broadsoft will have a unique address and can now have internal routing so that calls can be transferred.
- Enhanced the voice recorder activity so that a pre-recording silence can be configured to allow a specific amount of time before any recording. If there is no recording within this timeframe, this is considered a timeout error for the recording.
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