Zisson Interact 2024 – Nr. 5

Zisson Interact 2024 – Nr. 5

19/09/2024

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

Agents
Quick Group Call
Agent Welcome Message
Recording Management

Admin
Automations
Send SMS With Data Via The Entertainer
Chat Entry Point – Registrations Fields
Integration with Azure Bot
Service layout

APIs
External Reports API
ExternalStatDB API

Other Improvements

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

Quick Group Call

  • What is coming:
    • Agents will now be able to invite a group of participants to an ongoing call with just one click. For example, they can invite both emergency services and a dispatching team at the same time. Enhancing speed and coordination in critical situations.
  • How it works:
    • Create a Group Call List: Simply define a numbe llist under the Group Call List type. Add contacts/numbers to the list.
    • Add Contacts/numbers: During an ongoing call, agents can access the call panel to instantly invite all contacts in the group, turning any call into a multi-party conversation.
    • Flexibility: If needed, agents can still add contacts one by one, similar to a standard multipart call.
  • Activation/deploy:
    • Controlled via agent features

Agent Welcome Message

  • What is coming:
    • Agents will now be able to create a pre-recorded personal welcome message that plays for customers on all answered calls routed from a queue.
  • How it works:
    • Easy Setup: Agents can access this feature directly from their user settings.
    • Multiple Options to Suit Your Style: Add a personal touch by recording your message via phone, using text-to-speech, or simply uploading a pre-recorded sound file.
    • Quick Activation: Once the welcome message is created, agents can effortlessly select and activate it, ensuring customers are greeted consistently.
  • Activation/deploy:
    • Available to all Zisson agents.

Recording management

  • What is coming:
    • We’ve expanded our service to include local storage and management of call recordings within the Zisson Interact platform. This feature allows agents and admins to easily view, listen to, and download recordings directly within Zisson Interact.
  • How it works:
    • Secure Storage: Recorded sessions are encrypted and stored within the Zisson Interact platform.
    • Access & Control: Agents and admins can access recordings through the history log and call details, where they can listen to, download, or delete recordings.
    • Customizable Access: Agent features allow setting different access levels for recordings.
    • Retention Settings: Admins can set a specific retention period for recordings.
    • Audit Log: All actions (listening, downloading, deleting) will be tracked in the audit log for full transparency.
  • Activation/deploy:
    • The service will be offered as an add-on service to new and existing customers.

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

Automations

  • What is coming:
    • You can now create time-scheduled automations and apply filters to evaluate queue status based on the number of items in the queue, logged-on agents, or use custom filters via a script. For example, this can be used to ensure agents are logged in when the service opens in the morning and send an automatic warning message or SMS if they aren’t.
  • How it works:
    • Access Automation Module: For users with access to the automation module, simply add a new time-scheduled automation.
    • Apply Filters: Take advantage of the newly available filters to trigger actions based on queue status or logged-on agents.
    • Custom Scripts: You can also implement customized filters using scripts for more tailored automation.

Send SMS with data via the Entertainer

  • What is coming:
    • The SMS module in the Entertainer has been enhanced to allow sending SMS messages with data pulled directly from the session.
  • How it works:
    • Dynamic Messaging: In the Entertainer module’s SMS function, you can now use substitution rules to include data from session fields in your messages. This allows you to automatically insert dynamic data from the session or external sources into the SMS, making communication more personalized and relevant.

Chat entry point – registrations fields

  • What is coming:
    • We’ve added support for using session fields in written media. Registration fields used in the chat flow will now be mapped to our new session fields.
  • How it works:
    • Mapping Fields: When creating a new chat entry point, users will need to map registration fields such as name, phone number, or email to session fields. For contact-related fields (e.g., name, number, email), map them to the default contact session fields. For other custom fields, create and map a custom session field. For example, you can collect a name, phone number, or email and map it to the ZI contact session field.
    • Access to Data: Once mapped, the session fields will be available in scripts, the history panel, and via APIs.

Integration with Azure Bot

  • What is coming:
    • We’ve added a connector for integrating a ZI chatbot powered by Azure AI.
  • How it works:
    • Set Up Your Bot: Create an Azure OpenAI bot.
    • Connect to Chat Flow: Link the bot to a chat flow through an entry point, extending your service with a virtual agent to handle customer interactions.

Service layout

  • What is coming:
    • We have improved the serice layout to allow admins to add and delete modules in the serivce layout scheme. By doing so the admin can change the and extend the flow directly in the service.
  • How it works:
    • Added new option to the module to allow delete of a moduele.
    • Added a new menu to select and add a new module to the flow.
    • Added new option to be able to define servicenumbers used in the flow.
    • These features will be given to all admins with access to Service layout.

Our APIs has been improved and extended with the following updates:

External reports API

  • What’s New:
    • The API has been updated to ensure consistency in input and output, now using the UTC time zone instead of CET.
  • Changes:
    • Date and Time Parameters:
      • Start and end dates will now be interpreted as literal UTC date-time report boundaries.
      • Hour start and hour end parameters will be read in the UTC time zone.
      • All API output values will be provided in UTC.
    • Agent Activities Report Extension:
      • A new key, QueueEntryGuid, has been added, enabling the mapping of agent status to a specific queue session.
      • This allows wrap-up activities to be matched to a corresponding queue entry session.

ExternalStatDB API

  • What’s New:
    • The API and webhook have been extended with written media inforamtion and new SLA parameters
  • Changes:
    • Written Media Integration: The new Conversation Sessions now include written media. This means the ZI written media conversation flows are incorporated into both the ExternalStatDB API and the Conversation Sessions webhook.
    • SLA Parameters: Two new SLA-related parameters have been added to the queue sessions:
      • IsAnsweredWithinSLA: Indicates whether the conversation was handled within the defined SLA for the queue.
      • slaTimeOnQueue: Provides the time the conversation spent in the queue relative to the SLA.

Other improvements are:

  • ZI Object for Agent Group Information: You can now use a new ZI object to access and read agent group information related to an agent via a script. This should streamline retrieving and managing agent group data.
  • Support for Listen-In with Numberless Virtual Softphones: You now have the capability to listen in using virtual softphones that don’t have a specific number. This is useful for monitoring and quality assurance.
  • Separate Admin Access to Media Channels: Admins can now have distinct access features for different media channels. This allows for more granular control over administrative privileges related to media channels.
  • Translation Support for ZI Chat Widget: All visual elements in the ZI chat widget, including tool-tip texts and menus, now support translations. This makes the chat widget more versatile for multi-language environments.
  • Translation Tags in Admin for Service Layout Survey: Translation tags have been added to the admin section for service layout surveys, improving accessibility and usability in different languages.
  • Fixes to a couple of callscenarios:
    • Agent to agent calls using numberless softphones have been improved and fixed.
    • Corrected call scenario when doing transfer to a service number so that the call keeps the same call session and keeps all session data and notes related to the call.
    • Break Out from entertainer did not stop the queue time counter giving wrong queue time on some call sessions.
  • Script object City location mapper – Added a script object for look-up from with part of the city a caller is situated in. Connected to information about the city of Oslo.