Deployed on: 8. 9. 2020
1) New reporting of call-center performance
In mluvii, we established some modification which should predominantly be appreciated by supervisors and team-leaders of call centers. In the new section titled Performance, you may monitor the speed of inquiries being handled by agents, average evaluations by clients, average time of clients waiting in line, reactive periods of agents and even much more. The reports on performance may also be arranged in the board based on your needs. Furthermore, the data may be exported to the .csv format just as you can do with current reports.
The Performance section is marked with the BETA status in the application. If you wish for your company to access this section, you can contact us via the chat on the mluvii.com website or send us an email to email@example.com.
2) New reporting of call-center performance
Are you using the IP telephony of mluvii including the planning of campaigns? Then you shall be happy to hear about the randomizer of phone numbers which are shown to your clients when you are contacting them. If your customers repeatedly don’t pick up the calls coming from your permanent phone line, you can choose several other variations and interchange them randomly in the course of the campaign.
3) You can now also ban clients on Facebook and WhatsApp
Newly, you can also ban customers coming from Facebook Messenger and WhastApp. This way, you may reduce the spamming load on your call center by clients who, without any reason, renew the conversations and put a load on your agents. The removal of a ban proceeds in the same manner as with chat sessions.
4) You can now also ban clients on Facebook and WhatsApp
In order to meet all the demanding requirements set by the GDPR, you can now set up your own periods for which the cookies files should be stored, since they include important information on the behavior of clients on your website, and you can do so through the mluvii application.
Minor changes to the application:
- You can now delete a widget even if, for example, any routing or pre-set rules are attached to it.
Thank you for your feedback, which helps us to improve mluvii. :)