NEW RELEASE 1.24
Today we go thru our version 1.24.0 of OMniLeads, the friendliest and most intuitive Open Source Contact Center solution in the market.
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In this new edition, we give way to a new member of our Market Place: the iSurvey Addon, a complete suite of Post-Call Surveys that helps you measure the level of attention of your Contact Center. It is an easy-to-install component (“plug&play”), which allows us to understand and improve our customers' experience thanks to the interaction with a Satisfaction Survey.
More Info about i-Survey Addon
In the Core of the Project, we have advanced with new features in Preview Campaigns: now it is possible to hide and/or block fields in the preview form. In addition, this type of campaign also supports re-activation, once new contacts are loaded in its recently completed database.
Dialer campaigns present slight operational improvements: it is now possible to modify the Operation Time of a running campaign, and its real-time views are optimized.
In the Agent Results section, the “Rejected Inbound by Agent” metric is appended. These attempts of the ACD Service (Automatic Call Distribution) allow measuring all those voluntary call rejections by the agent, complementing other KPIs in the Agent Reports. At the level of Agent Groups, the ability to Automatically set Ready state is added when the "Force Call Disposition” option is configured, optimizing agent times.
The Audit and Security module, for its part, adds more user events. This module was highly requested by the Community, since it provides more information to the Contact Center Administrator about what happens at the platform level.
For high-traffic environments (> 200 agents connected), the operation of the Websocket component is optimized, and this improvement is extended to HA environments (High Availability). The system's periodic "jobs" are also refined, with the aim of supporting more demanding customer accounts.
Thanks to the continuous User Feedback, we keep working on user experience, redesigning the different system views to make them lighter and more responsive. Fixes and Optimizations, of course, are part of the Continuous Improvement process in our agile methodology.