With the brand new 12 months upon us, we’re again with a contemporary lineup of options for the P-Sequence Cellphone System to make communication and collaboration easier and extra productive for you. This replace additionally brings enrichment to our contact heart resolution, serving to you streamline the effectivity of delivering omnichannel customer support.
You’ll be able to test this video for a fast roundup or proceed studying for an in depth introduction. Let’s now dive in!
Catch our Reside Stream for a Deep Dive
We’ll be internet hosting a reside stream subsequent Wednesday, January twenty fourth, at 9 a.m. (GMT) to reside demo every little thing and provide you with an in-depth walkthrough. Mark your calendar and be sure to don’t miss out!
Hit the “Notify Me” button to be reminded when it’s reside.
Message Queue
Now you possibly can create message queues to deal with WhatsApp or SMS buyer interactions extra promptly. When a brand new message is available in, it is going to be mechanically routed to the devoted queue of brokers. All brokers inside the queue can view and decide up the session, sharing the workload to attain sooner challenge decision.
Message Queue performs an important position in contact heart operations. Contact heart managers can leverage it to enhance customer support effectivity and scale back the typical deal with time of every inquiry. You’ll be able to select to create one circulate for all channels or separate ones for every. As we proceed to broaden our digital channel choices going ahead, this may certainly assist simplify queue administration as nicely.
Exterior Chat Logs
Because the title implies, this characteristic permits you to entry the exterior chat logs within the Administration Portal. Key info like sender, recipient, channel kind, message content material, and many others. provides you with a complete overview. You even have the power to filter, obtain, and delete the logs for higher management.
For an in-depth take a look at every session, you possibly can try the session timeline, which supplies a chronological view that will help you perceive the entire historical past. For instance, you possibly can see which extension created, picked up, transferred, or closed a session.
Advantages of the characteristic:
- Present a holistic overview of all exterior messaging exercise
- Enhance visibility for every outgoing message session
- Simpler to assessment the timeline and assess the service high quality
Precedence Queue
We’ve listened to your requests, and now one of the sought-after options is lastly right here!
In contrast to conventional queues that observe a “first in, first served” method, precedence queues deal with calls primarily based on their assigned priorities. Calls which have the next precedence can bypass those who have a decrease precedence within the queue to obtain sooner service. With Yeastar, you’ll have the ability to arrange name precedence utilizing two key parameters: Weight and Acceleration.
- Weight: Used to set the preliminary weight of a name because it enters the queue
- Acceleration: Used to extend the precedence of a name the longer it waits within the queue
By leveraging Precedence Queue, you possibly can
- Guarantee immediate dealing with of VIP shoppers and different pressing calls, even throughout peak hours
- Improve buyer satisfaction by prioritizing calls primarily based on the wait time within the queue
- Streamline agent allocation and enhance customer support effectivity
To discover ways to arrange a Precedence Queue, please go to HERE.
Queue Name Logs & Missed Name Disposition
Now we have launched a brand new characteristic within the Person Portal that enables queue members to conveniently view queue name logs and handle missed calls.
Within the new, separate “Queue Name Logs” tab, queue members can filter missed calls and provoke callbacks with one click on. They’ll additionally use the drop-down menu to label the standing of every missed name as “Dealing,” “Dealt,” or “Not Dealt”, and this motion shall be logged with the timestamp and the one who marked it, which supplies enhanced visibility for different queue members to remain aligned and successfully observe follow-ups.
As for queue managers, you’ll have the pliability to find out whether or not all members or particular members ought to have entry to view queue name logs. You can too outline the view vary corresponding to “All Calls” or “Missed Calls” solely.
Please be aware that this characteristic is supported on Linkus Net and Desktop Shopper. Study extra details about this new characteristic at HERE.
Enhanced Name Reviews & CDR
Now we have included extra efficiency metrics within the “Name Reviews” module and the characteristic of “Scheduled CDR Downloads” within the “CDR” module. Moreover, you possibly can get pleasure from a extra intuitive evaluation expertise and an elevated degree of knowledge granularity with the reporting capabilities within the P-Sequence Cellphone System.
Checklist of Optimized Reviews:
- IVR Report (NEW)
- Agent Efficiency
- Agent Name Abstract
- Agent Missed Name
- Agent Pause Exercise
- Queue Efficiency
- Queue Efficiency Exercise
- Queue AVG Ready & Speaking Time
- PBX Name Exercise (Was “Trunk Exercise”)
To study extra concerning the optimization of reporting options, please test the Launch Notes.
Voicemail Announcement
The Voicemail Announcement characteristic permits you to configure as much as 5 exterior numbers for speedy name notifications when new voicemails are obtained within the group voicemail inbox. The system will sequentially dial the pre-set numbers, and you may take heed to the message and select whether or not to provoke a direct callback. This characteristic is very helpful when you require on-call brokers for emergency after-hours providers, making certain pressing points are promptly addressed.
Busy Camp-on
Think about this state of affairs: you wish to name a coworker, however their line is busy. As a substitute of hanging up and spending time repeatedly dialing, Busy Camp-on involves the rescue. Merely dial the characteristic code that you’ve got pre-configured within the system, and it’ll mechanically redial for you till your coworker solutions; then the system will name you again to determine the communication. Time-saving and easy!
Again Up Name Recordings to FTP
Now you possibly can again up name recordings on to FTP. Schedule a activity and the file shall be mechanically downloaded to the designated path that you just arrange. Each FTP and FTPES protocols are supported for this characteristic.
Please consult with the discharge be aware for the total particulars: Cloud Version | Equipment Version | Software program Version
Excited to discover these new options? Navigate to your P-Sequence Administration Portal and test for the most recent firmware model and improve! If you’re new to our P-Sequence Cellphone System, be at liberty to join a free trial to expertise all these and extra!
