New Features of V3.1
Context
This document provides an overview of the new features integrated into the latest version NCS 3.1.
NCS offers flexibility, responsiveness, and efficiency to enhance the user experience.
User Interface Evolution
To provide a comprehensive overview of the enhancements, this documentation categorizes the improvements by module, including Agent, Supervision, Quality Monitoring Tool and Administration.
Agent Module
Distinguishing Types of Manual Calls
In accordance with the context, several buttons/actions can now be used to initiate manual dialing.
- Outside the context of an activity, the available button will be “Personal Call”
The call attempt will not be attached to any activity/campaign.
- Within the context of an activity in preview mode, the available button will be “Trial call”
This will be recorded as a call attempt in the statistical analysis.
- During an ongoing communication, the available button will be “Consultation”
The agent will have the option to consult a third party before the call transfer. This call will not be attached to the call attempts of the initial consumer.
- At the end of a call, the button offers two options: Reboot or Reconnect
- Reconnect – if the call is disconnected
- Reboot – to restart a contact
- Reconnect call : This feature allows agents to attempt to Restore communication with a client in case a communication has been interrupted.
This action does not create a new contact but generates an entry in new statistical tables.
- Reboot call : This feature allows agents to restart a contact as if it had never been initiated. This action is handled as a new contact, resulting in a new entry in the statistical databases.
This means that the system records this interaction independently from the original contact, providing a clear distinction in your statistical data.
Note: Manual dialing (preview-search, reconnect-reset contact) will be restricted if it violates compliance regulations within the scope of an activity in "French" mode.
However, the "Reset" and "Reconnect" buttons can bypass this restriction through a system parameter change. For assistance, please contact your Nixxis support.
Audio alert on incoming call arrival
NCS now offers the option to enhance visual alerts with an accompanying audio alert upon the arrival of a new communication. However, this feature is not applicable when automatic pickup is enabled.
When an agent using an integrated softphone receives a call without automatic pickup enabled, they will receive a pop-up notification on their screen. This notification will indicate an incoming customer call, providing the agent with the choice to answer or reject the call.
To ensure agents are notified even if they are not actively viewing their screen, the option for simultaneous audio message broadcasting can be activated.
Allowed call transfers and forwarding to an activity
Transfers or overflow strategies now allow calls to be redirected to an activity.
When a call is incorrectly directed, the agent can forward it to a queue or a specific agent.
NCS now offers the ability to redirect the call to an activity, allowing the call to be repositioned within the appropriate context (IVR, activity specific to a language, a service, etc.).
Startup in Mini mode
In the agent module, it is possible to activate the reduced mode (mini mode) using the button available in the toolbar.
Now, this feature can be configured via a system setting. Therefore, the application will be automatically launched in reduced mode upon connection.
Supervisor Module
Supervision group filters
- Default application
When a user has a supervisor role, the administration tool allows specifying default supervision groups for that user.
This setting is visible only to users with the supervisor role.
Additionally, a checkbox is available to specify whether the user is restricted to the chosen groups.
- Applicable to all supervised objects
The supervision groups previously assigned only to agents are now applicable to queues, inbound or outbound activities and campaigns, thereby simplifying the Supervision view.
Quality Monitoring Tool Module
Bulk deletion of search criteria
An alternative way to enhance the search process in the Quality Monitoring Tool (formerly known as Recording Tool) is by utilizing the 'Reset Filters' button.
This feature allows users to quickly initiate a new search by resetting any previously applied filters, eliminating the need for manual removal.
Administration Module
Outbound skills
- Skills within outbound activities
Like inbound calls, outbound calls are now directed to agents with specific skills only when available. This ensures that each interaction is handled by the most qualified resource.
How it works :
By defining the required skills and levels for outbound calls, the system ensures that calls are made only when agents with these specific skills are available to handle a contact. Additionally, a new property called 'Related to outbound availability' is introduced. This property allows you to instruct the system to consider skills for composition, even if they are not explicitly selected as required skills for outbound activities.
- New operator in activity filters: 'is in available skills'
The new operator ensures that the returned record to be dialed is compatible with the dialing group skill. The selection of records will be based on this filter, and the record will only be distributed to an agent with the required skills at the required level. During distribution, the ACD will identify the agent with the minimum required skill level.
Compliance checks on 'Caller ID' (Originator) field
Nixxis provides the option to use a Caller ID (Originator) to specify the number displayed to the customer during outgoing calls.
The option to use different numbers provides the possibility to specify a sequence of phone numbers, where each successive number is used after the previous one. If multiple numbers are provided, they must be separated by a semicolon (';').
In case of incorrect input, we now display the following alert message to prevent any input errors: "Activity \"{0}\" uses invalid \"{1}\" as originator".
Manifone plugin
Manifone is a telecommunications operator with which many call centers collaborate. It has its own outbound call management platform, Maniterm, to administer Telco configuration (CLI, Prefix, Answering Machine Detection, etc.).
During the addition of a Telecom operator in NCS, the 'manifone' operator can be selected.
This, at the configuration level within activities, will allow the setup of options such as:
- Maniterm campaign
- Prefix
- Enable/disable Maniterm answering machine detection
Automatic return to ready after “forced to pause”
When the server initiates a call to an agent's workstation, it initially verifies the agent's availability. Should the softphone encounter an issue, such as a network connection problem, the agent will be automatically forced to pause. This new feature, configurable via a system setting, will automatically restore the agent to a ready status after a specified period.
Call attempt rules
NCS offers a feature focused on "Dial attempt rules'"that provides precise control over call dialing and attempt management. This feature is accessible through the Administration module.
At the level of an outbound activity, in the General tab, the drop-down menu "Dial Attempt Rules" offers the options "Default" or "French".
Default Mode : Flexible Management of Call Attempts
In Default Mode, outbound activities benefit from flexible management, not subject to the restrictions of French telemarketing legislation.
Application of callback rules : They apply to the overall dialing result (e.g., if three numbers are available on a contact, all three numbers will be dialed during the 'same attempt' and the callback rule will be applied according to the defined priority order).
French Mode : Compliance and Efficiency
The “French” Mode incorporates the legal specifics of telemarketing activities, respecting the limit of 4 attempts within a 30-day period.
The call dialer ensures that each callback date is properly accounted for and will be constrained when the number of attempts (4) is reached within less than 30 days. The callback date on the record will automatically be shifted to the appropriate time for the next dialing.
Application of callback rules : Applied after each call attempt (e.g., if three numbers are available on a record, one number will be dialed per attempt, and the defined callback rule will be applied after each attempt).
Note:
• Regardless of the chosen mode, if there are multiple phone numbers on the same contact, one attempt is counted per dialed phone number
• The relevant use of callback rules also allows the contact center to control the frequency of attempts made to a consumer and to spread them out over time
Compliance Considerations
The following points should be considered to ensure effectiveness and consistency in the application of these rules:
• Filing processing settings for a client apply across multiple outbound activities but within a single campaign• A record present in different campaigns is handled individually, based on the specific context of each activity• Attempts made within Campaign X will have no impact on those of Campaign Y
Therefore, it is essential to clearly differentiate activities within the same campaign to optimize the processing of each contact.
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