Zisson Interact 2024-04

Zisson Interact 2024-04

What’s new?

In this release, we have several areas for which we have developed new and improved features.

Agents

Administrators

System

Statistics, API, and Webhooks for data analysts.



Agents

For agents, the following features will be new or improved:

Sound control

What’s coming:

To help the agents choose the right sound for the right device when using softphone, we have created a button where the agent gets the options for which sound sources to use for the three sound sources Zisson uses. Microphone audio – Which device is used as a microphoneCall audio – Which device is used to hear the caller inRinging sound – Which device is used for the ringing sound when a call comes in. This also has a volume controller.

How it works:

By pressing the green “headset” symbol, the agent gets the options for where the sound should go.

Here you can typically choose that the microphone and call sound should go to the headset, but the ringtone should go to the PC’s speaker.

The sounds can be changed during a call, except for the microphone sound, it will only be editable between calls.

How to use:

Everyone who uses Zisson softphone will automatically have these settings available.

Extend the “wrap up” time

What’s coming:
In order to give agents more time between calls to finish, agents can “book” an extra 30 seconds of wrap-up time instead of changing to ACW or pausing. This can be ordered several times and the agent can press “Free” before the wrap up time has expired.

How it works:

If the agent has 10 seconds of “wrap up” after the call, the agent can press the “wrap up” status (+) to extend the wrap up time by 30 seconds as illustrated in the image. The agent can also tap 6 times in a row to get 3 minutes of wrap up time.

How to use it:
All agents will automatically get this available if they have wrap-up time on the agent or put on the queue.

Adjust Written Media Capacity

What’s coming:

In order to give the agents more control over how many written inquiries they can be offered, we have created a setting for agents that allows them to choose how many written inquiries they can be offered from the queue, and they can adjust this up / down as needed.

How it works:

An agent has from 0-10 as the value of the maximum number of written media, i.e. how many written inquiries can an agent receive from the queue. An agent can at any time (if they have the feature) pick more requests than they have set as the maximum, but from now on, the agent can adjust the number they will be offered from the queue by going into their settings in the top right corner of Zisson Interact.

How to use:

In order for an agent to be allowed to set this setting, it needs a feature, which can be set on the entire agent group or on individual agents. This feature has the number 182 and can be found in the overview of properties.



Administrators

Display of Entertainer in the queue overview in admin

What’s coming:

To clarify which entertainer is in use on which queue, this has been added as a separate column in the queue overview for administrators.

How it works:

Display of a new column in the queue overview, which specifies which entertainer is in use on which queue.

How to use:

This view is included by default in the queue overview from the time of release.

Better explanation of functions in Automations

What’s coming:

To clarify how various functions in Automations work, an information sheet has been added box that should describe the functions better.

How it works:

The “info boxes” on functions in Automations show definitions and variables of the function the user wants to use.

How it works:

The “info boxes” on functions in Automations show definitions and variables of the function the user wants to use.

How to use:

The information boxes are available in Automations.To use automations, the agent/admin needs feature 171 – Automations and the customer card must have Automations enabled.

Contact Zisson for price and activation of this on the customer card.

Change SMS Survey text from Service Setup

What’s coming:

For customers with SMS survey, Q&A options can now be edited directly from the service setup.

How it works:

SMS Survey is available as a separate service in the Service Setup.

The yellow boxes show questions that are sent to the caller. The red boxes show the response/final message that is sent to the customers based on any answers that have been submitted.

Click on the boxes to open the “dialog window” and change the text to be sent to the customer. The change is operational as soon as you press “save”

How to use:

To access Service Setup, user needs feature 87 – Service Setup.



System

New Logo

New Zisson logo has been implemented in the system, and will appear in apps and on toolbars.

Email Domains

What’s coming:

In order to modernize the e-mail sending from Zisson Interact, Zisson changes the e-mail provider and the method to verify that you are allowed to send e-mail from the e-mail address you are trying to send from.

By verifying the domain, you will be able to send emails from the correct email domain from Zisson Interact without having the email marked as “junk” because the recipient does not see that the domain is verified as a valid sender.

How it works:

The customer enters their domain in Zisson Interact and extracts values to be added to the customer’s DNS provider.

When the verification is ok, a green checkbox will appear under the domain in the overview.

How to use:

The administrator who is going to enter the domain in Zisson Interact does not need any feature, Email domains are available to everyone. However, in order to get the domain verified, you need to contact your IT support to enter the domain keys into their DNS servers.

Microsoft Dynamics 365 Integration

What’s coming:

Support for the CIF 2.0 integration tool from Microsoft.

How it works:

There are no major changes from CIF 1.0, but support for the integration is also available for CIF 2.0.

How to use:

Contact Zisson for installation documentation.

NOTE! Integration with D365 has an additional license cost.

Kology – Longest vacant improvement

What’s coming:

An improvement on the algorithm “longest available” for queues. The longest available person will now call the person who has been the longest without being offered a call. Previously, it was the longest time to have answered a call.

How it works:

Whether a customer has 3 agents A, B and C logged in and free. The caller will first attempt agent A, then the caller will attempt agent B.

Previously, the caller would now have tried agent A again, because it has been the longest time since A has answered a call, then B again because B is next on the list of those who have not answered the call.

From now on, A and B will be marked as “attempted call on” and the caller will attempt agent C as the next agent.

How to use:

This is a standard feature that will be used for all queues that use this algorithm.



Statistics API/Webhook

What’s coming:

Several new API for extracting raw call data. The same APIs are also offered as webhooks.

Access raw session data for each call, enabling detailed analysis and reporting.
Available via webhook streams, “listen” to the sessions as they are produced.

Queue sessions: Collect and analyze data related to the queue process, such as reason for joining, wait time, queue length, and reasons for leaving the queue.
Invitation sessions: Track invitation sessions and record how and when agents or colleagues are invited to calls.

Conversation sessions: Monitor colleague involvement in the conversation, and gain insights into collaboration and communication patterns.
Queue status: Get the status of the queue when changing calls.

How it works:

Via Webhooks in Zisson Interact, you can set up the destination for where webhooks should be sent.

Via API, data can be retrieved in time intervals.
The API can be found in swagger under the definition “External”Note! Use the same domain as when logging in to Zisson Interact!

https://app2.zisson.com/swagger/index.html?urls.primaryName=External%20V1.0

https://app2.zisson.no/swagger/index.html?urls.primaryName=External%20V1.0

https://app2.zisson.se/swagger/index.html?urls.primaryName=External%20V1.0

The result is presented in json format.

Example:

How to use:

To use webhooks, the user who is going to set it up needs feature 155 – Webhooks

To use the API for extraction, the user needs feature 142 – API Keyes and the API key that is created needs feature 16 – Reporting to extract data from these APIs.