Zisson Interact 2024 – Nr. 6

Zisson Interact 2024 – Nr. 6

24/10/2024

What’s New?

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

Wallboard

Agents
My Recordings
Zisson New Resource Menu
History Log UI Improvement
API – QueueStatusWebhook
Callback
Integration – Salesforce

Admin
WaveDesign
Recording Upload
Agent Settings
Service Layout



Wallboard



What is Coming:

  • The new Wallboard introduces a versatile platform for real-time monitoring and historical data analysis with various widgets, including:
    • QueueHistoryMetrics: Displays historical queue metrics.
    • QueueLeaveReason: Tracks queue leave occurrences.
    • QueueLiveMetrics: Shows live queue performance metrics.
    • AgentLiveTableView: Provides a live list view of an agent’s status and ongoing activities.
    • AgentLiveStatus: Displays a count for real-time agent status across agents, teams, or queues.
    • Additional Widgets: Clock, Note, and Image widgets for presenting information and logos.
  • The Wallboard offers features such as:
    • Setting up multiple wallboards with individual or shared filters for each widget.
    • Customized time zones and timespans, ranging from live data to a 7-day historical view.
    • Flexible 12×12 grid layout with customizable widget sizes, from 1×1 to full-screen.
    • Grouping data across several dimensions for viewing metrics aggregated by queues or agents.
    • Easy editing, moving, copying, or deleting of wallboards and widgets.
    • Starting with a template for quickly creating a working wallboard with relevant data and widgets, or building from a blank screen.
    • Sharing wallboards in view mode via a URL for external access.
  • Within a widget, you can:
    • Customize label visibility, sizes, colors, and font settings.
    • Set a specific time span or inherit it from the wallboard.
    • Define metrics for calculations, from single values to comprehensive data sets.
    • Apply filters by agents, queues, or metrics, or inherit filters from the wallboard.
    • Set thresholds for color changes and warnings based on metric values.
    • Choose different visualizations: Single Value, Speedometer, Donut, Table, Bar, or Line views.
    • Group data by time interval, metrics, agents, or queues.
    • Customize legend, text, and color settings for visual clarity.

How it Works:

  • Standard Wallboard:
    • The Standard Wallboard allows users to create wallboards based on predefined templates quickly. Users can customize filters for time, agents, and queues, making it a straightforward solution without extensive customization.
  • Advanced Wallboard:
    • The Advanced Wallboard offers a dynamic dashboard experience with custom layouts and multiple widgets for tailored data visualization, suitable for organizations requiring in-depth analytics and real-time insights.
  • Activation/Deployment:
    • Activated via Zisson and offered to customers starting from the 2024-06 release.
    • The new wallboard will be activated by Zisson and at start it will be offered to a few customers. For most customers it will be available from the next release 2024-07. The standard version will be given to existing wallboard users and the advanced version will be offered as an add-on service. 



Agent:


My Recordings


What is Coming:
Agents can view and listen to their recordings for easier coaching and follow-up.

How it Works:

Agents are given restricted access to recordings of conversations they directly participated in, viewable in their call history.

Activation/Deployment:

Included in the Zisson recording package and accessible when the “My Recordings” feature is enabled for the agent.




Zisson New Resource Menu



What is Coming:

The resource center has been relocated from the resource icon to a new menu for easier access.

How it Works:

The new menu provides onboarding video guides, user guides, FAQs, release info, and a system status page.

Activation/Deployment:

Available to all customers from the 2024-06 release.




History Log UI Improvement



What is Coming:

The contact session field name is now displayed in the call history log, making it easier to identify participants.

How it Works:

Names retrieved from CRM, yellow pages, internal contacts, or other directories are now visible in the history log.

Activation/Deployment:

This update is automatically applied to the call history log for new conversations.




API – QueueStatusWebhook

What is Coming:

Enhanced QueueStatusWebhook with tracking of external queued items using an external reference ID, improving integration with AI bots and external systems.

How it Works:

The new “external reference” field is available in the API, linking external items to queue changes.

Activation/Deployment:

Applied to the existing QueueStatus webhook.




Callback

What is Coming:

Improved logging and monitoring of callback attempts. Each callback attempt is now logged as a separate conversation, providing a more accurate representation of agent and queue performance.

How it Works:

Callbacks are tracked individually, with distinct conversations for each attempt. This is reflected in the ExternalStatDB API and the new Wallboard metric, while existing reports remain unchanged.

Activation/Deployment:

Changes are applied automatically to all callbacks.




Integration – Salesforce

What is Coming:

Extended Salesforce integration with two-way synchronization of presence status between Zisson Interact and Salesforce Omni-Channel, for a seamless user experience.

How it Works:

Configure presence synchronization via the updated Zisson Salesforce app to enable status mapping.

Activation/Deployment:

Requires updating the Zisson Salesforce app and configuring presence sync settings.




Admin:


WaveDesign

What is Coming:

New search function in the WaveDesign admin interface for searching agents by queue consumer status.

How it Works:

Easily find and monitor agents using the new search capability.

Activation/Deployment:

Integrated into the existing WaveDesign interface.




Recording Upload

What is Coming:

The Recording Upload feature has been moved to the Zisson Admin interface for a centralized experience.

How it Works:

Accessible to super admins for managing supported upload types through Zisson Admin.

Activation/Deployment:

Enabled for super admins immediately.




Agent Settings

What is Coming:

Updated description for the mobile number field in agent admin to clarify its use for communication, not location tracking.

How it Works:

Improved description ensures better understanding for administrators.

Activation/Deployment:

Updated description is now visible.




Service Layout

What is Coming:

Ongoing improvements to the service layout for creating and updating service flows.

How it Works:

Enhanced with additional features and information; further updates are planned to managing service numbers and module names.

Activation/Deployment:

Improvements are applied with each update.