PRODUCT UPDATES

What’s New!

Agent Report and Summary:

Search Option:

• Select Date Range: View agent performance data from the last 7, and 15 days and get a comprehensive report for the last month also.
• Choosing a date range allows access to the corresponding “Data Type”.

Select Data Type:

Consolidated: See a combined report of all agents of a specific date range, providing an overall view of performance metrics.

Individual: Access detailed reports for each agent, allowing for individual performance evaluations.

Calling Group:

Admin can create groups with 4 different calling formats:

Idle Time: Agents with more idle time get the next call.

Talk Time: Agents with less talk time get the next call.

Priority: Agents receive calls based on assigned priority (e.g., an agent with priority 1 gets calls before an agent with priority 2).

Note: If the sticky agent option is enabled, the Priority format will not work.

Group Counter-Based (Default): Agents with fewer calls get the next call which has more idle time.

Failover in Groups:

• This option can be selected in both “Add Group” and “List Group”.
• If selected, the agent will receive calls last, only if other agents do not pick up.
• Failover is not available if a sticky agent is assigned to the group.
• If a group has both failover and priority options enabled, failover will take the first place, and priority will be disabled. (For example, if an agent has both priority 1 and failover enabled, they will receive calls based on the failover setting.)

Only View:

Only View: If selected, the assigned admin can only view all information, without making any changes.

Campaign:

Call Priority:

• Calls are directed based on user-set priority numbers, with the highest priority getting the first call.
• Users can set call priorities using serial numbers.
• If “special characters”, “alphabetical letters”, or the Number “0” are used in the list, those calls will be assigned the least priority.

Note: The priority column must be filled out to enable this call priority feature.

Campaign Timings:

• This feature lets you schedule the exact times when the autodialer will be active each day.
• For the enabled days, you can enter one or more time slots by specifying “From” and “To” times.
• This feature ensures that campaign calls are made only during specific times, allowing users to configure the times according to their campaign requirements.
• This feature is only available for new campaigns. For existing campaigns, the timing settings will not apply. If users want to set campaign timings, they must create a new one.

Retry Attempts:

• You can set retry attempts between 1 to 5.
• The first retry will occur (for example, 5 minutes) after the initial call attempt. The system will attempt to place the call again within the mentioned time period.

Note: If a campaign call picks by customers in first attempt. Then other retry attempts will automatically be disabled.

Feedback System

• Agents can transfer calls to the IVR feedback system without disrupting the customer experience.
• The IVR feedback feature can be activated by pressing “9” on the keypad during a call.
• Customers can provide feedback using keypad inputs Dual-Tone Multi-Frequency (DTMF) during their interaction with the IVR system.

Note: This feature is only available in hardphone mode, currently unavailable on softphone.

Feedback Module :

• Agents can access a feedback menu to upload audio files for IVR prompts in the “Add” option.
• Agents can upload multiple audio files, each representing a different IVR question for feedback.
• The system provides clear options for uploading files, adding questions, and handling errors effectively.

Live Call:

Call Monitoring: Supervisors or Admin can listen to live calls without the agent or customer knowing.

Call Whispering: Supervisors or Admin can speak to the agent during the call without the customer hearing.

Call Barging: Supervisors or Admin can join the call and speak to both the agent and the customer during ongoing calls.

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Bulk Assign :

1- Admins can assign the owner name for multiple contacts at once.

2- By selecting the checkboxes for desired contacts, the “Bulk Assign” option will appear on the dashboard, allowing for easy bulk assignment.

3- Multiple contacts can be assigned by clicking the checkbox.

Single Contact Assign:

Admin can select a single contact by clicking the checkbox of the desired contact that will be assigned to the user.

Bulk Delete:

Agents can delete multiple selected contacts in one action, or also choose the option for a single delete from the action tab.

Shift Timing Configuration :

General Shift: User can assign shifts to particular agents in daywise, specific time shifts.

Round the Clock Shift:

In this feature users would have the feasibility to configure shifts around the clock. Users would need to configure by configuring each half of the day at once.

Calling Group:

In this two new columns have been added in which users would have the feasibility to see if the created group has the below options enabled or not.

Sticky Agent : If the sticky agent is enabled for a group it would have the green tick  in the column or would have the red cancel mark .

Group Timings : If the group timings is enabled for a group it would have the green tick in the column or would have the red cancel mark .

Bulk Assignment for Agents

Calling Mode Configuration:

1- When multiple agents are selected, the “Select Mode” feature becomes available.

2- Admin can choose agents preferred mode, switching between softphone and mobile options.

Agents Group Configuration:

By selecting the checkboxes’ the admin can add the selected agents directly into a calling group.

Audit Trails:

1- Every activity in the panel is now recorded in a log report, making it easy to track and review all actions.

2- Admin can search these activities by date for easy tracking and review.

3- In this a search option has also been added in which we have a date search for the audit log.

Download pdf

What’s New!

The “Lead Count” feature allows administrators to effectively monitor and manage lead counts on the dashboard.

Here’s a breakdown of its functionality:

• This option is exclusively available to the Admin and includes features such as Lead Count Management and Break Percentage control. Admin can access this feature from the “Profile” option in the header section of the dashboard.
• Colour-coded Targets: The lead count is visually represented with colour-coded:

For example:

• Red: Indicates that the achieved campaign targets are fewer than the expected count.
• Yellow: Indicates that the achieved campaign targets are moderate compared to expectations.
• Green: Shows that the achieved campaign targets meet or exceed expectations.
• Admin Configuration: Administrators can set the lead margin count and conversion time in seconds. This configuration allows for customised thresholds based on specific campaign targets.
• The lead count information is prominently displayed in the header section of the interface, providing users with quick access to real-time updates on lead performance.
• Autodialer calls halt automatically upon reaching the campaign daily target.
• A crown icon appears in the header “LC Count” to signify that the lead target has been met for the day.

Overall, this feature empowers administrators to efficiently track lead counts, set campaign performance targets, and make data-driven decisions to optimise lead management processes.

Break Management:

• Break Management is accessible under the “My Profile” Option.
• Predefined limits allow 10% of agents to take a break simultaneously. If this limit is exceeded, a pop-up notifies that the break limit has been exceeded. The percentage can change accordingly.
• Admins have the authority to regulate the number of agents permitted to take a break at a time.
• While agents are on break, the Admin cannot alter the Break Percentage until all agents return to the online stage.

Lead Count Management:

• This feature allows setting a predetermined duration for each call.
• If a call exceeds this preset duration, it is counted as a converted lead.

Note: The Lead Margin Count field accepts input in numbers.

Autodialer Status:

• The current status of the Autodialer is indicated as “Resume or Pause Auto Dialer.”
• Agents are allowed to “Pause” or “Resume” the Autodialer status only in specific cases, such as during meetings or urgent work situations.
• If the agent achieves the campaign target during campaigns, the auto-dialer will pause automatically.

Campaigns:

Campaigns in our system are classified into three assignment types for efficient management: Predictive, Progressive, and Preview.

1- Static Campaigns:

• Agents are added individually to the campaign.
• Calls are distributed exclusively to the assigned agents, ensuring that only designated agents receive the calls.

2- Dynamic Campaigns:

• Group-wise agents are added to these campaigns.
• Calls are allocated among the agents associated with the respective groups, Calls are distributed to agents within these groups.

3- API Campaigns:

• This type involves direct backend configuration through integration.
• API campaigns offer seamless integration with external systems or platforms.

Group Report:

• Configuration allows for detailed monitoring of group performance.
• Displays group names and their performance for the day. The group owner, typically the department manager, is indicated.
• Data is downloadable with admin access to download all data. Clicking on a Group Name reveals comprehensive group details.
• Date-wise filter where the user would be able to select one single day and the same day’s details can be displayed.

Roles:

• The “Access Control” feature allows the Admin to manage access to various options.
  
• By marking checkboxes, the Admin can enable specific options for agents and other users. Access Control gives the Admin precise control over which features are accessible to agents

Note: Whenever the admin adjusts “Access Controls” settings by selecting checkboxes, specific options become available to agents and other users. To enable these changes, agents need to log out and then log in to their system. This ensures that the new access permissions are applied effectively.

Live Dashboard:
The automatic refresh feature ensures users have instant access to the latest data without the need for manual refresh.
Improved User Interface:

• A new tree structure has been added, where with just a dropdown the hierarchy structure can be accessed to help Sr. Managers, Managers and Team Lead quickly access the status reports of their team members.
• Simply click on the arrow down in the action menu to expand and view the status of your team members.

Hierarchical Data Display:

• The report is now hierarchy-based, allowing reporting leaders to see data based on their role’s seniority.
• This would allow the managers to only see the data of their team members who report to them directly.

Live Status Viewing:

• Admin, Sr. managers, Managers and Team Lead can view the live status of their team members directly from the dashboard.
• In the admin, senior manager, manager and the team leader level the data would include information of Live Calls, Idle Agents, Break Agents, Total Agents, Total Calls and Answered Calls in real-time.
• In the agent level this panel would include Total Calls, Answered Calls, Average Speed of Answer, Agent Status, Idle Time and the Call Duration for the agent.

Campaign Break Report:

This panel would show the records of all the time the agent has enabled and disabled the autodialer. This would also record the total time spent by an agent in the autodialer queue.

• Agent Name: This would help to identify the agent.
• Total Time: View the total time an agent has spent in the autodialer.
• Start Time: This would show when an agent has paused the autodialer.
• End Time: This would show when the agent has resumed the autodialer.

Autodialer Status:

Users can now temporarily pause and resume the Auto Dialer status providing greater control over autodialer calls.

• Users can access the Pause and Resume settings within the My Profile configuration menu.
• Save the settings to activate the Pause and Resume Auto Dialer functionality, ensuring seamless control over call flow management.

Dynamic Role Management:

• As the hierarchy structure was introduced with 5 hierarchy levels, now it has been changed into a customized hierarchy structure where a user can define the hierarchy level as per their requirements.
• In this feature the user would have the feasibility to enable and disable the below mentioned roles from the hierarchy structure :
• Senior Manager
• Manager
• Team Leader

This would help the user to create a hierarchy structure starting from two hierarchy levels up to five hierarchy levels.

• Admin and Agent Roles are fixed and cannot be edited.
• Sr. Manager, Manager and Team Lead is editable as per the requirement of the user.
• If any of the roles are disabled and enabled again, then the user needs to reconfigure the hierarchy structure once again by going to the edit agent tab.

[Note]: If a role is disabled and enabled again then the hierarchy structure then it needs to be reconfigured once again, before getting the hierarchical report.
[Note]: If a role assigned as a group owner is disabled then the group owner’s details need to be updated with the available roles in the system for a seamless experience.

Steps to enable and disable roles from hierarchy structure:

• Open Settings from the left hand panel.
• Select roles from Settings option.
  Choose the role(Sr.Manager, Manage, Team leader) from the action tab, to enable and disable it.
• Once the Role is disabled, then that agent cannot login.

Steps to configure the hierarchy structure:

While configuring the hierarchy structure, the user needs to configure it in the top to down hierarchy structure.

• Users first would need to configure the Sr.manager role reporting to the admin.
• Under the Agent tab click on List Agent.
• From list agents click on the Edit agent option in the action button.Then the user would see the option to configure roles as Sr.Manager, Manager, Team Leader, Agent from Emp Role dropdown option.
• Once the Sr. Manager role has been successfully configured then the same steps can be followed to configure Manager Role.
• The above mentioned steps can then be repeated to configure the users in the following order respectively:
• Manager
  Team leader
• Agent

[Note]: Once the management roles are configured then the user can assign the Sr.Manager, Manager, and Team Lead to the Agents.

Steps to assign hierarchy structure:

• Select the Agent option from the left hand panel.
• Click on the View Agent option.
• Click the Edit button from the Action Tab.
• Select Emp Role from the employee role dropdown as Agent.
• Once an Agent role is selected then users need to choose Team Lead from the dropdown which would show the list of team leaders already configured. Once the Team Lead is selected from dropdown, then as per configured hierarchy the Manager and Sr. Manager will be automatically selected.

Reports Updates:

In the reporting structure three columns have been added for a better analysis on the agent’s level as well as on the manager’s positions.

These columns would be available on the basis of whichever roles have been activated on the role structure.

Group Details:

This provides users with quick access to the landing numbers assigned to a specific group, improving overall visibility and management of group assignments.

A search option has also been added with a feasibility to search using the below mentioned points:

• Landing Number
• Group Owner

We’re thrilled to announce a suite of innovative features soon to grace the MCUBE 2.0 panel, meticulously crafted to elevate your experience:

⬆️ Bulk Agent Upload: Time is precious, and we’re here to help you save it! Effortlessly onboard multiple agents in one go with our new Bulk Agent Upload feature.

🚪 Logout Reasons: Gain insights like never before with the ability to track why agents are logging out. Understanding your team’s workflow just became a whole lot easier!

⏰ Break Exceed Alerts: Keep tabs on break times with our Break Exceed feature, ensuring your team stays refreshed and ready to tackle what’s ahead.

🔒 Account Code Security: Introducing Account Codes for an added layer of security, guaranteeing that only authorized personnel access critical functions.

📜 Release Notes on MCUBE 2.0: Stay in the loop with all the latest updates and enhancements directly on your MCUBE 2.0 panel.

🌐 IP-Based Login: We’re ramping up security! Enjoy an added peace of mind with IP-Based Login, ensuring secure access from trusted locations.

⏲️ System Idle Time (Admin Configurable): Tailor your system like never before. Admins can now configure system idle times, optimizing performance and security.

🕐 Hourly Agent Report Gets a Colorful Boost!
Understanding agent activity just got a splash of color! Our additional panel in the Hourly Agent Report now uses intuitive colors to indicate agent statuses:

• Green: Agents who are idle or currently on a call.
• Yellow: Agents taking a well-deserved break.
• Red: Agents who haven’t logged in.

🔄 Terminology Update
We believe in clarity and precision. The term “Offline” has been given a little twist and is now represented as “Break” throughout the panel.

📞 Dialer Enhancement
Making outbound calls? We’ve got a tweak for you! Now businesses can effortlessly select between GSM or DID using our newly incorporated drop-down in the dialer.

🛈 Stay Informed with Our Info Icon
A little puzzled about how calls are compared? Just hover over our newly added information icon on the top panels for a clearer understanding of call comparison representation.

🖥 Refreshed Dashboard Experience
Our team has been hard at work refining your user experience. The revamped dashboard now boasts additional panels, shedding light on vital call metrics:

• Total Calls: Get an instant snapshot of overall call traffic.
• Total Answered Calls: Gauge your team’s responsiveness.
• Total Abandoned Calls: Identify potential areas for improvement.
• Total Live Calls: Stay updated on real-time engagements.

📊 Unified Graph Panels
Seeking comprehensive insights without the clutter? We’ve combined the graph panels in the dashboard, equipping them with multiple filter options. Dive deep into your data with just a few clicks!

👥 Enhanced Agent Oversight
The Agent report panel now effortlessly displays both active and inactive agents, ensuring you have the complete picture at all times.

📈 Call Count Comparison
Track your performance trends effortlessly. With our new feature, you can instantly compare any fluctuations in call counts, helping you strategize better.

🎯 Introducing the Campaign Dashboard
Get an unparalleled overview of your marketing endeavors. Our brand-new Campaign Dashboard provides a visual breakdown of live campaigns and those active over the past week.

🔍 Live Campaigns – At Your Fingertips
Want a closer look at ongoing campaigns? We’ve got you covered! You can now track live campaigns distinctly within the dashboard’s action section.

📞 Dialing Details Just Got Clearer!
Ever found yourself wondering the origin of your calls? Worry not! Our revamped reports now distinctly showcase if the call was made via a Softphone or a Mobile. It’s all about giving you the clarity you deserve.

📊 Dive Deeper with Our Agent Hourly Report!
Understanding agent call metrics just became a breeze. We’ve transformed the Agent Hourly report into a powerhouse of insights, complete with separate tabs for Inbound Calls, Outbound Calls, Served Calls, and even those pesky Abandoned Calls. Navigate with ease, understand better, and optimize effortlessly!

🚫 More Control at Your Fingertips!
We’ve listened to your feedback and guess what? Under the Action button, you can now find a sleek “Disable Calling” option. Manage your calling preferences seamlessly, because you should always be in control.

🔗 Boost Your Efficiency: ZOHO Integration is Here!
To all our CRM aficionados, here’s something to cheer about! We’re thrilled to announce a seamless integration with ZOHO, bridging the gap between top-notch communication and efficient customer management.

Join us on this exhilarating journey, and as always, thank you for being an integral part of our innovation!