Genius Release Notes: April 21, 2020

AVOXI Genius Deployment Summary: Improvements to webphone, queue, and agent reports


What’s NEW

Webphone

  • Keypad now features dial-friendly alphabets to go along with the digits.

Queue Report

  • Queue report displays metrics on inbound queue calls. 

  • Tool-tips have been added to all metrics on this report. 

Agent Report

  • Detailed agent metrics can be downloaded from this report
  • Simply click the additional menu and select pdf or CSV download.
  • The CSV download report provides additional information on agent calls and durations. 

Drill-down metrics

  • Agent and Outbound report drill-down was added.
  • You can start from the report level view and drill down into a very detailed call view with a few clicks.

Adjustments

Numbers: Call Logs page was showing call entries for all phone numbers

  • This was fixed so that only call logs for the number that is selected will be shown.

Queue Activity  page: The queue status filter was not working correctly

  • Reinforcements were brought in to fix this issue

  • Our filters  are now better than Snapchat filters  - try searching for a call  using filters today

Status not updating

  • An issue where an agent sees their status not updating correctly after finishing a queue call.

Enhancements

  • Product update notice has been added to the Genius login page. Easy access to new features, bug fixes, and product announcements.


  • Additional work was done on investigating cases where the webphone did not ring (less than 0.5% of all calls had a  failure in ringing).
  • All Avoxi Helper roles were given access to the *Migrate* functionality
  • Additional CRM work on Salesforce and MS Dynamics (coming soon)


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Updated:

March 27th, 2022

Author:

Louise Ross

Updated By:

Louise Ross

KB ID:

569375

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