There have been several updates to the Insights Dashboard, including:
- Hovers over many key stats to see an extra layer of detail
- A new pie chart to break down calls not answered, with a hover highlighting days and times of the week to identify potential holes in customer support coverage
- A new call tree options visual that displays how many options were used, with a hover displaying the most popular call tree options
These updates allow you to dive deeper into your metrics and identify opportunities for improved customer service.
Users can now drag and drop accepted attachments from their desktop into chats for upload.
This will allow advisors to have a faster and simpler way to share attachments with customers.
From the mobile app, users will now see that the contacts and directory tabs have been combined into one navigation option.
This cleaner version of the mobile app will allow advisors to more easily and quickly navigate between options and see contacts in one space.
When a call tree is enabled for a team, advisors can now see which call tree slot was selected for missed calls. This means that the customer does not need to leave a voicemail or have a call connect for an advisor to see which option the customer selected.
Advisors will now be able to know who the customer was trying to reach in any calling scenario.
Ticket media limitation has now been updated to 50 images per ticket. Before now, you could only add 20 images, so this gives you the option to share and receive more details via photos!
A search box has been added to the Manage Tab within Teams view. Quickly search by team name, VoiceHub number or EmailHub (in beta), helping to navigate faster to the desired team.
Ever wonder the breakdown of your insights by different ticket statuses? Now you can filter the insights tab by ticket status: assigned, closed, and unassigned. This helps you hone in on current vs. past ticket insights.
When customers select a call tree option when calling it will now show within the ticket which call tree slot the customer selected. This will work if customers call and leave a voicemail or if an advisor picks up the call, but will not show for missed calls.
This helps advisors know who to connect customers with on the returning call, ultimately saving time.
In addition to leaving a private note in a ticket, you can now attach a private attachment for you and your team to see. On the web dashboard, you can attach .jpeg, .jpg, .png, .mp3, .wav, .avi, .mov, .mp4, .pdf, .xls, .xlsx, and .csv files. On the mobile app, you can attach .jpeg, .jpg, .png, .mp3, .wav, .avi, .mov, .mp4, and .pdf files.