Zisson Interact 2024 – Nr. 6
24/10/2024
What’s New?
In this release, we have developed new and improved features across several areas.
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.