AVOXI Deployment Summary:  This week we released New Contact Center Service Levels.

What's New

NEW Contact Center Service Levels

Service Level is defined as the percentage of incoming calls to a Team that is answered by an agent within a set amount of time. "Average Time to Answer" is a key performance indicator used by call centers to help monitor caller wait time and agent performance.  Genius Admins and Supervisors can now track agents' average time to answer incoming calls via the "Teams report".  This helps improve the overall customer experience while giving managers the ability to measure agents' performance and highlight areas that require further attention. Learn more here! 

Adjustments

• Ringing Issue:  Fixed an issue where agent status could be stuck in “ringing” if they previously had a call disconnect while ringing them.

• CRM Integrations:  CRM Integrations allow calls to be logged into the CRM platform, which provides a complete view of the customer journey.  Easy-click links from the CRM log can bring up the call details within AVOXI. A fix was released for isolated issues where the API request limit was causing some calls to not be logged. 

Release notes include new features, enhancements, and bug fixes.  Updates are done weekly so check back often to see what's new.  Please forward product suggestions to product@avoxi.com