Release Compliance Management, IVR Designer ACD, Competence Groups, Agent Status and more - ViaDialog

Compliance Management, IVR Designer ACD, Skill Groups, Agent Status and more

Release of 07/07/2022

1. Compliance management

New ability to define a post-call compliance grid for your agents to assess and identify gaps for improvement to meet organisational requirements.

2. IVR Designer ACD

Possibility to define the load distribution on the distribution groups via our IVR Designer on the ACD block.

3. Competence groups

It is now possible, in ViaFlow, to position your agents in skill groups and define their priorities.

4. Agent status

Your agents can now declare themselves available or unavailable on all interaction channels: Whatsapp, Email, Chat, Phone...

For the rest of the new features of this release, see below:

- Dashboard: Improving the performance of the App Dashboard
- Dashboard: Fixing bugs
- Dashboard: Possibility to define a script and its version at the incoming ViaContact service level
- Dashboard: Outgoing calls: dynamic display of the geographic DID according to the number called
- Dashboard: PULL mode for processing mail type interactions
- Dashboard : IVR Designer : addition of a Zendesk module - possibility to search in the Zendesk CRM
- Dashboard: Automatic export module: Call logs, agent details, DID
- Dashboard: Rules engine: possibility to define existence and type rules on attachments of an email interaction
- Agent App: Preview of outgoing mail associated with the template defined in the Administration

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