Release Letter - September 2017
Book meetings
With this release you will be able to book meetings in shared calendars. These calendars are made available to the agents and the owners. This way the agent can easily see exactly what time slots are vacant and when the owner of the calendar is already booked. All nicely integrated to the Contact page!
Listen in (Eavesdrop)
This is a really cool feature that a lot of you have asked for. It allows you to listen in on the agents’ conversations with the leads. This is a perfect tool for the situations when you want to give immediate coaching to an agent right after the call is finished. Since this feature is accessed through the Hero Web application, it can also easily be accessed from a smart phone or tablet! This enables you to listen to your agents’ calls when you are “on the fly” in the middle of the call center, in the train on your way home or anywhere as long as you have Internet access.
SMS from Triggers
We are continuing the development of the highly useful triggers in Hero Outbound. This time we are introducing the possibility to have the Trigger action send an SMS to a mobile phone number, which can be fetched from the lead data, for example. With this feature we also introduce SMS-Templates in the same, well established, fashion as E-mail Templates. This way you’ll find a very familiar interface when you start working with SMS-triggers
Export the Lead Pool Statistics
In many cases there is a need to draw statistics from one specific lead pool. Until now the statistics have only been available as a static view on screen. With this release we are adding the ability to download the statistics to an Excel sheet for further analysis or distribution to lead suppliers for example. This is accessed via a link on the Lead pool info page
Export Time Usage
Last release we introduced the Time Usage feature. This has received really nice reviews from you guys. Some of you requested a new functionality where the data from the Time Usage could be exported to Excel. This sounded like a really good idea and it will be made available with this release. Thanks a bunch for the creative input, guys ☺
***NOT INCLUDED***Lead log is maintained after cloning of leads
When a lead has been cloned the old data is now carried over to the clone. We have chosen to display the old data in a way that makes it easy for the user to differentiate between old and new log data.
Cloning custom reports
This release brings new possibility to clone custom report. This is particularly useful when you for example have fine-tuned a report suit a specific need and then you want to create an identical report but for a different team or time frame.
Lead ID visible on the Contact page
In Hero Outbound, each lead has a unique lead ID. This “ID tag” is now visible on the contact page for easy access.
System Dynamic fields in E-mails
Merging various fields into E-mail templates makes composing E-mails to leads much easier and faster. The fields from result- and lead data is already available in Hero Outbound and now we are opening system fields for merging as well. These include current date, time, weekday and month. Furthermore we added Campaign name and Campaign code as well in case this as needed for reference in the communication with the leads.
Browser check for Hero Phone
As there are still a few Internet browsers that do not support the technology “WebRTC”, on which the Hero Phone is built, we have implemented a simple check if the agents browser supports Hero Phoner. It will simply remove the option to select Hero Phone and add a small message that indicates the reason.