Enhancements & New Features
- Reporting for Average Daily Activities and ADAV changed from daily to Activities per hour and Appointments per hour.
- Hyperlink to TO Management Log added to Live TO and Requested TO data.
- Inbound Call Performance added to include the following:
- Agent Not Identified
- Failed Calls – Includes Unanswered Calls & Voicemail Abandon.
- Unappointed Calls
- Time to Answer measured in seconds
- Hyperlink available for all Inbound Call Performance metrics except Time to Answer.
- Today’s Results added to include Same Day Appointments, Shows & Solds.
Phone Skills Report:
- Call Performance Updated
- Scoring changed from 10-point scale to percentage scale.
- Generating Agent Phone Codes will no longer be used. Agents will not be required to enter their Phone Codes in the Agent Console to track inbound calls.
- Improved automated Agent Assignment for Standard (Existing) Tracking lines.
- New Enhanced Tracking lines now available and includes the following features:
- Dual Channel recording for greater accuracy in call analytics and agent assignments (Standard Tracking lines are Mono Channel).
- No additional costs or fees associated with switching from Standard Tracking lines to Enhanced Tracking lines.
- Standard Tracking lines (existing tracking lines) will remain in place until deactivated by the user.
Tracking Line Summary Report: Failed Call tracking added to report.
Receptionist users now have access to view Display Boards and update Show status.
- Daily Floor Activity Log updated to permit Customer Executive Role to view data.
- Multi-BDC users experiencing cross-reporting of Shows and Solds resolved.
- Comparison Report updates
- Summary page calculation for Sold ratio corrected to not include Non-Appt Sales.
- Non-goaled users no longer are included in the reporting.
- Activity Log updates
- Detail tags added for Rescheduled, Confirmed, and Cancelled appointment activities. Includes the name of the agent who logged the activity.
- Display Boards – Appointments Set
- Appointment updating bug fixed.
- Multi-BDC cross-reporting issues resolved.
- Total Appointment Ratios/Goals removed for Inbound Call Lead source on the following reports:
- Activity by Lead Source
- Progress Report
- Comparison Report – By Lead Source page.