Zisson Interact 2024 – Nr. 7

12/12/2024

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

Wallboard – agent history widget
Wallboard – queue history update
Switchboard – external absence causes
Contacts – expanded contact view
Routing – returning caller counter
Zisson chat – live monitoring and listen-in
Virtual agent assistant
Zisson chat – Open AI chat bot
History – search for conversation id
Agent admin – activation setting
API – extended info in ExternalStatDB

Wallboard – agent history widget

What’s Coming:
We’re introducing a new Agent History widget in the wallboard, providing detailed performance metrics for individual agents or agent groups based on conversation activity.

Available Metrics:

Offered Conversations: Total number of conversations offered.
Answered Conversations: Total number of inbound conversations answered/accepted.
Answered %: Percentage of answered conversations (Answered / Offered).
Offered Queue Conversations: Conversations offered via a queue.
Answered Queue Conversations: Conversations answered/accepted from a queue.
Direct Incoming Conversations Offered: Direct inbound conversations offered.
Direct Incoming Conversations Answered: Direct inbound conversations answered.
Outgoing Calls: Total number of initiated outbound calls.
Callback Calls: Total number of callback or dialer calls accepted by the agent.

How It Works:

Add an Agent History widget to your wallboard.
Configure the widget by selecting specific metrics and the desired layout.
Apply filters to focus on specific agents or agent groups.
Group data by metric, agent, or time for tailored insights.
Visualize the data using formats such as values, speedometers, donuts, tables, bars, or line charts.
Utilize time grouping to display trends over time in charts.

Deployment/Activation:

This widget will be available to all wallboard users with the Advanced Wallboard feature.
The metrics will also later be included in a new standard template for quick setup.

Limitations:
In this version, consultation calls and transferred calls to agents are only included in the total inbound numbers.

Wallboard – queue history update

What’s Coming:
We now support time-based graphs for all values in the queue history, enabling performance tracking over the last hour, day, or week.

How It Works:

In the widget settings, admins can configure bar or line charts to include time grouping.
Selected values will be displayed in time-based groupings for better trend analysis.

Deployment/Activation:

This feature will be available to all customers using the Advanced Wallboard.

Switchboard – external absence causes

What’s Coming:
Our switchboard solution now supports collecting external absence causes to:

Present absence information to agents.
Route calls dynamically based on the specified absence cause.

How It Works:

For external IPX-forwarded calls to a service number in Zisson Interact, we extract history call information from the SIP header.
The extracted data is made available as session fields, which can be:
- Displayed to the agent during the call.
- Used in an IVR module or script to route the call based on the absence cause.
- Supports forwarded calls that include history call information and cause codes compliant with SIP standard RFC 7044 (e.g., Telia mobile phones).
Takes in consideration privacy settings on callerId, not exposing hidden numbers

Deployment/Activation:
This functionality will be available for all customers and will be available via sessions fields created in the flow.

Contacts – expanded contact view

What’s Coming:
We’ve enhanced the Contact Card with a new expanded view, providing a clearer and more comprehensive display for contacts with numerous fields.

How It Works:

When viewing a contact, agents can switch to the expanded view, which offers an improved layout for contacts with extensive information.
The expanded view setting is persistent and will remain active across call sessions, streamlining agent workflows.

Deployment/Activation:
This feature will be automatically available to all users upon release.

Routing – Returning caller counter

What’s Coming:
We’ve introduced a new IVR module that enables call routing based on the number of previous calls, allowing for tailored handling of returning callers.

How It Works:

Add the Returning Caller Routing module to your IVR flow.
Configure the module by:
- Setting a timespan to analyze past calls.
- Defining a threshold for the number of calls to trigger specific actions.
- Applying filters for answered calls to refine the calculation.
Save the results to a session field and channel variable for use in the flow or reporting.

Deployment/Activation:
This feature will be available as an IVR module in the wave design service layout and can be activated on customers via a system feature.

Zisson chat – live monitoring and listen-in

What’s Coming:
We now offer live monitoring of chat sessions to enhance agent support. Supervisors or team members can assist agents either through a private assistant dialogue or by sending messages directly within the chat dialogue with the customer.

How It Works:

Through the Agent Monitor, users can join “listen-in” to a live session for ongoing chat dialogues.
The “listeners” are invited to the session, allowing them to:
- View and monitor the ongoing chat.
- Provide guidance to the agent via the assistant lane (private messages).
- Actively participate in the customer chat dialogue if needed.

Deployment/Activation:
This feature is available for users of ZIsson interact chat and available as an add-on service, bundled with Agent Assist and Chat Monitoring capabilities.

Access Control:
Service availability is managed through agent feature settings, ensuring only authorized users can utilize the tools.

Virtual agent assistant

What’s Coming:
We’re introducing support for a GPT-based agent assistant. This assistant can directly support agents in two ways:

In Chat Dialogue: Actively participate as an assistant within ongoing customer chats.

Separate Assistant Dialogue: Provide support through a dedicated dialogue where the agent interacts directly with the AI assistant.

How It Works:

Through Zisson Interact, administrators can set up a connection to a GPT-based AI assistant powered by OpenAI.

Once configured, the assistant becomes available to all agents with appropriate access.
Agents can initiate a direct chat with the assistant or invite it to assist in an ongoing customer dialogue.
The assistant provides real-time information and suggestions to help agents respond to customer inquiries effectively.
Markdown language is fully supported, enabling formatted responses for clear communication.

Deployment/Activation:
This feature is offered as an add-on service and requires setup in your Zisson environment.
Agent assist, listening directly to an on-going chat dialogue, will at start only be available for customers using the Zisson Interact chat service.

Zisson chat – Open AI chat bot

What’s Coming:
We’re expanding our OpenAI chatbot capabilities connection to the Zisson chat by introducing support for custom GPT assistants. This feature enables the creation of tailored GPT-based chatbots to suit unique business needs.

How It Works:

Configure a connection to an OpenAI-powered virtual assistant and integrate it into your chat flow via a chat entry point.
The bot supports Markdown language, allowing for well-formatted responses.
Built-in logic ensures a seamless handover to a human agent when necessary, ensuring smooth transitions in customer interactions.

Deployment/Activation:
This feature is available as an add-on service and can be configured to fit your specific requirements. It will at start only be available for customers using Zisson interact chat service.

History – search for conversation id

What’s Coming:
We’ve added a search feature in the history log to make it easier to find specific conversations using the Conversation ID (ZID).

How It Works:

Enter a valid id in the search field.
The corresponding conversation details will be retrieved from the history log for quick access.

Deployment/Activation:
This feature will be automatically available to all users upon release.

Agent admin – activation setting

What’s Coming:
We’ve introduced a new user management setting that allows administrators to deactivate a user without deleting them, enhancing security and flexibility.

How It Works:

In Agent Admin, you can now toggle a setting to activate/deactivate an agent.
A deactivated agent will no longer be able to log in, providing an added layer of security while retaining the user’s data and configuration for future use.

Deployment/Activation:
This feature will be available in all systems via Agent Admin.

API – extended info in ExternalStatDB

What’s Coming:
We’ve introduced improvements to session handling and callback data to enhance reporting and calculations:

Inviting Peer Session: Added support for linking peer sessions, making it easier to calculate talk time for outgoing conversations.
Callback Sessions: Updated with additional information, corrected queue times, and improved linked data for more accurate insights.

How It Works:

These enhancements ensure more precise session tracking and data linking for better reporting and analytics.

Deployment/Activation:
These updates will be available to all users with access to ExternalStatDb API.