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)