The first of our new features is the Outbound Wallboards function, discussed in detail in the linked, dedicated post. Our Enterprise Voice Plan users will now benefit from the same transparency in employee performance they enjoyed with our inbound wallboards, now applied to outbound calls. This new function is invaluable for sales teams, recruitment firms or any team making a lot of outbound calls.
Outbound Call Statistics
Secondly, we have a new reporting function for outbound call statistics. A highly requested feature, you can now specify a date and/or time range and export a .csv file report for calls made within this range. Schedule reports to be created for specified users (employees) to be auto-generated and sent to an email address of your choice with daily, weekly or monthly frequency. Create as many schedules for different users with different frequencies as you like, tracking different users with different frequencies, for a powerful means of monitoring employee performance.
Global Call Recording Toggling
Another new addition is the ability to toggle call recording globally. This function sits under Calls—> Call History. This will save you a lot of time if you’re a large company needing to record all outbound calls from all users. Please note that this will disable the ability to disable call recording for individual users. Exceptions to global call recording are not an option. If your company’s call recording requirements are diverse, then use the custom option, setting call recording for outbound calls individually by user and for incoming calls through your call routes.
Call Monitoring 2.0: Accelerate Learning, Enhance Collaboration
The latest incarnation of our collective call monitoring features is a more granular offering; more powerful, applicable and scalable, call monitoring has levelled up its utility for businesses of all sizes.
Most pertinent is the upgrade to permissions control. Before, administrators only had control over whether a SIP user could listen, whisper or join any other SIP User and whether any other SIP User (granted the same privileges) could do the same to this user. Now, with complete flexibility, you can control the permissions any individual SIP User has over monitoring the calls of any other.
If you want to grant your newest recruit permission to listen in to the calls of only two other members of staff: their team leader and inducting mentor, this is now possible. If you want to grant only team leaders and managers call whisper privileges, and this only to their own teams, you now have that flexibility. If you’d like even more control, request the option to segregate permissions by department.
Time Diaries Update
Finally, we have tweaked our Time Diary function. Now, when setting these up, simply set the call route you want active during your opening hours and a second to take effect outside of these opening hours. Then, set custom days in the dedicated tab (custom days being dates of the year that would usually fall under your regular opening hours but for which you will not be in the office, e.g. bank holidays or training days).
For a screencast tour of these new features, please see the video embedded in this post. We hope you find that these new features add as much value and empower your business as much as we think they will.