Genius Release Notes: July 29, 2020

AVOXI Genius Deployment Summary: NEW Live Teams Dashboard, NEW Ring Time, and Free Unlimited Call Recording Storage.  

What's NEW

  • NEW  LIVE TEAMS Dashboard

Live Teams offers a real-time dashboard experience for contact center admins and supervisors. It gives visibility on KPIs instantly, so that you can make informed decisions at all times. This feature requires an Enterprise plan, find more information in our KB article.  

  • A side-by-side tile view of one or more Teams that allows you to filter your Teams, save as your default filters, and go.
  • View all Team Members and their real-time status, the time they made the last call and number of pauses taken.
  • Live KPIs: Agents available, Inbound calls, Outbound calls, Team Calls (Inbound queue calls), Calls waiting in a queue, average wait time, and max wait time.
  • View every call that any team member handles: Team calls (inbound queue calls), inbound direct calls, outbound calls.
  • One-click-coach on ALL calls
  • View the calls waiting in line to be handled by a Team member
  • Ability to change member/agent status
  • View contact center KPIs at a glance 
  • Monitor and coach the team for delivering stellar customer experience.
  • Take action instantly to keep productivity and motivation high. 
  • NEW Custom Ring Time 

NEW Custom ring-time duration for inbound queue calls (Team calls). 

  • NEW  Call Recording Storage re-imagined

Some features are more valuable than others, enjoy FREE unlimited call recording storage with all AVOXI Numbers. Configured your retention rules on each number via your AVOXI Genius UI with options of 30, 60, 90, 365 days, or select your specific time period using our custom field.  Listen to and download stored call recordings at any time.



Release notes include new features, enhancements, and bug fixes. Updates are done weekly so check back often to see what's new. 

Please forward product suggestions to product@avoxi.com.

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Updated:

June 16th, 2021

Author:

Louise Ross

Updated By:

Louise Ross

KB ID:

620035

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