AVOXI Genius Deployment Summary:  NEW agent timelines, auto-answer, and support access tools.

What's New:

• Agent timelines

  • Enjoy the zoom and drag functionality within the Agent report-> Agent Status Timeline.
  • This helps visualize the agent status across a timeframe and easily drill down into weeks, days, hours as needed.

• Auto-answer enhancement 

  • When auto-answer is enabled, only the first call to a user at any given time is auto-answered.

  • If the user is already on a call, then any further incoming calls will alert the user but will not be auto-answered.

  • The user can then decide whether to accept/decline the incoming call.

• Support Access tools: (Ghosting) 

  • Building on our mission to make the configuration and support of the Genius platform more collaborative, the Support Access tools provide Avoxi team members a co-browsing type access into Genius customer interfaces.

  • These experts can help with customer configuration, troubleshooting, etc without the need for any additional third-party tools.

  • The Genius customer still has complete control over how much access they provide (none, read-only, or read-write)

• Audio quality and call disconnection fixes 

  • Several fixes have been applied to address audio quality reports and call drops for queue calls. 

• CRM Integration

• Additional work for CRM Integration (including advanced matching of phone numbers for screen pop), testing suite expansion, recording rules work.