What's New with ICC

Welcome to the release notes for the Intelligent Contact Center! Here you can learn about the latest changes and improvements.

November 15, 2019

Alongside the 19.4 release, ICC has the following improved capabilities.

We've enhanced ICC to include contact center reports. We have enhanced the manager dashboard to provide agent search filters and a scalable framework for queue statistics. The Twilio and Genesys PureEngage components have been updated for additional chat capabilities. The Twilio component has added chat transfer capabilities and the Genesys component has added chat channel support. These capabilities have been designed with contact center best practices in mind and allow agents to complete these features with fewer button clicks.

Contact Center Reports

The ICC application has been enhanced with a Reporting Dashboard site to allow managers to perform analysis on their agents and queues.

The Agent Report allows managers to analyze their agent's current and historical performance metrics. It provides important agent performance metrics and a trend analysis on the agent's average handle time. Managers have the capability to look the agent metrics by the hour, day, week, or month.

Agent_report.png

The Queue Report allows managers to analyze their queue's current and historical performance metrics. It provides important queue performance metrics and a graph indicating Call reason. Managers have the capability to look the queue metrics by the day, week, or month.

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Enhanced Manager Dashboard

The Manager Dashboard has been enhanced to provide a richer, denser experience for managers. Agent search filters have been added to the agent list. The queue box and statistics have been moved to provide a scalable structure for contact centers with more than two queues. Additional queue details are available to the manager in this dashboard by selecting the queue in the queue box. A display of recent monitors has been added to allow managers to track what agents have recently monitored.

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Genesys Chat Capability

The Genesys PureEngage Component now allows agents to easily receive and respond to chats using their Genesys infrastructure and Appian. Agents can click to answer a chat or automatically receive a chat, see the history of the chat, respond to the incoming chat, and end the interaction. The component provides the agents with a powerful UI to perform this capability.

Genesys_Chat_availability.png

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Twilio Chat and SMS Transfer Capability

The Twilio Component now allows agents to easily transfer chat and SMS interactions to another agent or queue. Agents can click on the transfer toggle during the chat interaction, select an agent or queue, and click transfer to perform a blind transfer to the selected target. The component provides the agents with the UI to perform this capability.

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