FlashRev Discover
FlashRev Engage
1. New Call Statistics Metrics
In this week's release, we introduce two new call statistics metrics to enhance monitoring capabilities:
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Total Wait Time
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Average Wait Time
Definition：
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Wait Time: Wait time is defined as the duration from when an agent is ready to make a call until a contact answers.
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Total Wait Time: This metric calculates the total duration that agents wait before a contact answers the call, providing a comprehensive view of all wait times throughout the day.
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Average Wait Time: This metric offers insight into the average time agents spend waiting for contacts to answer, helping to identify trends and areas for improvement.
Benefits of These Metrics:
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Enhanced Monitoring: Administrators can better observe how much time agents spend on hold each day, identifying potential inefficiencies in the calling process.
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Identifying Issues: By analyzing total and average wait times, administrators can pinpoint agents whose wait times are longer than expected, enabling targeted interventions.
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Optimized Dialing Configurations: The insights gained from these metrics can inform adjustments to dialing configurations, changes to dialing lists, or even modifications to dialing numbers to improve overall efficiency.
2. New call coach panel
In this week's release, we introduce a more comprehensive coach panel that provides administrators with enhanced management capabilities.
Key Features of the New Coach Panel:
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Current Status Visibility: Administrators can now see the current status of each seat, including:
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Idle
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Waiting
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Calling
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Ended call
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Shortcut Usage Display: Administrators can view the shortcuts currently being used by each seat, facilitating better oversight of agent actions.
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Dialer Settings Overview: Easily see which dialer settings the agent is currently using, allowing for informed decision-making.
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Real-Time Dialer Settings Adjustment: Administrators can change the dialer settings of an idle seat instantly, ensuring optimal performance without delays.
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One-Click Synchronization: A new feature allows for the one-click synchronization of the administrator's dialer settings to a specified user, simplifying the process of ensuring consistency across the team.
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Benefits of This Update：
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Unified Management: The enhanced coach panel allows for more streamlined and unified management of agents, making it easier for administrators to oversee operations.
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Improved Efficiency: With real-time adjustments and comprehensive visibility, administrators can respond more quickly to issues and optimize agent performance.
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Enhanced Monitoring: The ability to track seat statuses and settings ensures that administrators have the information they need to support their teams effectively
3. Optimization of Multi-Step Sequence Loading & Saving Speed
In this week's release, we have made significant improvements to the speed of viewing and editing multi-step sequences.
Key Enhancements:
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Faster Loading: Users will experience dramatically improved loading speeds when accessing sequences, especially those with more than 15 steps.
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Quicker Step Addition: The process of adding more steps to a sequence is now much faster, reducing any lag previously encountered during content loading.
before update
after update