Deployed on: 23.03.2021
1) Channel prioritization
Select which channels, and how many of them, your operator will specifically manage. For example, reserve 1 slot for offline communication channels (social networks – WhatsApp and Facebook Messenger) and 2 slots for mluvii chat to ensure that requests are handled in a desirable ratio. You can now also set the priority of individual channels so that no client waits too long to be assigned to an operator. You can find more in our documentation.
2) Sound notifications
Set a specific sound notification for each channel so that the agent immediately knows what kind of request it is.
3) Possibility to set breaks at work
Get a complete overview of your team's work commitment. Breaks at work can now contain information on whether they are paid and how large their time allowance is. If the operator’s break lasts longer than it should, you can also set a specific status that will appear to the operator in their profile after the expiration of this time allowance.
4) Uploading contacts directly to the campaign
Setting your campaigns is now pretty easy. If you don't have the necessary contacts in your Contact directory, you can simply upload them directly to the campaign as you create it.
5) On hold
If you need to consult your colleague during a call, simply click On-Hold. Thanks to the music track, the client will know that the call is placed on hold. You can also redirect the client’s call as usual.
6) Clearer course of the campaigns
We have adjusted the details of telephone campaigns to make the status of individual contacts and the overall course of the campaign even clearer.
Minor changes in the application:
- Minor visual adjustments to some buttons.
- Even weekend sessions are now displayed correctly in Agent Metrics.
Thank you for your feedback, which helps us to improve mluvii. :)