njadmin 5.5.1
New Recording Management system.
Rebuild of the Recording Management system to facilitate new requirements created by EIC (Electronic Informed Consent) and Attended Transfers from Contact Hub.
The Recording Manager now allows you to listen to the Client side of the recording for compliance checks and from the Agent side of the recording for QA purposes.
This is pertinent when the Attended Transfer option is used as there are two separate audio streams recorded. The client hears Hold music whilst the agent talks to a third party.
The new Recording Management interface now contains legs for for each side. Legs with an integer count (1,2,3) contain all audio heard by the client. Where there is an integer value leg (e.g. 4) and decimal notated sub-legs (4.1, 4.2) then the decimal legs hold the audio heard by the agent. The decimal sub-legs are (currently) only created when an agent commences an attended transfer.
The Recording manager now has new buttons to playback/download the complete Client side audio (everything the client heard or said) as well as the complete agent side audio (everything the Agent heard or said).
Electronic Informed Consent (Voice Authority)
Noojee Contact now has the ability to play a pre-recorded message to customer including the ability to pause and re-wind the EIC message if the customer asks questions. EIC is available in Contact Hub from the transfer button. Large no.s of EIC messages are supported with the ability for an agent to quickly search for the required message.
Noojee API improvements
Performance of the Noojee API to insert/update leads has been radically improved with an insert now taking about 100ms.
Work Force Management
New panel to display the total hours rostered per day.
Numerous bug fixes for WFM.
Agents can now update their Break Status from any Noojee Contact page. (also available for non WFM systems).
Display logged in Team
The UI now displays the team the agent is logged into.
Transfer Pass through of CLID
New option to transfer through the Client's CLID when calling a third party on their behalf - not requires permission from Noojee before this option can be used.
Full list of release notes can be seen here.
https://docs.google.com/spreadsheets/d/1P8PdkiGWsWH1WUKBDSzch-LkJa2hzYMVJWqQ1egsX5I/edit#gid=0
njadmin 5.5
- Attended Transfers
New option to perform attended transfers to a queue or a handset with one click from the Contact Hub. - Transfer to Contact Hub
Perform an attended Transfer to another Agent using Contact Hub and the lead data entered is popped on the target agents screen. - Conference Calls from Contact Hub
Start an Attended Transfer and convert the call into a three conference call. - Hold button
Place a call on Hold directly from Contact Hub without touching your handset (finally...) - Work Force Management
Fully integrated Rostering, Forecasting and compliance management. - Last In/First Out for Leads inserted by Noojee API InsertLead method
When injecting leads via the API you can now force Last In/First out ordering (always dial the freshest leads). - New Metro Theme
An update to the Look of the UI with the new Metro theme (think Windows 10 flat icons look). - Disable Dialer Agent Tones
Option to disable the tone that plays in the agents ear every 10 seconds whilst waiting for the dialer to connect. - Allow Admin to change Call Owner in Call Editor
An administrator can now change the owner of a Lead (the agent the callback should go to) from the Call Editor - Virtual Allocations - Hidden flags.
A new flag on Virtual Allocations that hides all of the Allocations that are part of the Virtual Allocation.
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