Product Updates 2022

Here's what we've been working on this month

Features

Share Reports in Live Operations with other teams and members of your organisation with a click. Enable the Live Operations permission in Manage Organisation and keep on top of your organisations performance and KPIs.

Fixes and Improvements

We fixed a bug that caused the SMS sender name to be incorrect when using the new SMS Template editor
Fixed an issue in Live Operations that prevented users from switching between reports
Improved the loading speed for many users, and those that use api2
In Reports, we've added the possibility to view time in seconds, not only hh:mm:ss
You can now filter reports in Live Operations based on Campaigns and Projects

Features

You can now lock the menu bar in a displayed position with a click
Have you visited our new Idea Hub yet? The wish to lock the menu bar was a suggestion from one of our users, to increase their productivity. Click Idea Hub in the Outbound top bar to submit suggestions, vote and comment on other ideas, and interact directly with the Outbound Product Team

Fixes and Improvements

It is now possible to limit your search to active or inactive Leads in Lead Admin
Fixed an issue where locked Leads could accidentally be opened through the Edit Lead function
Fixed a bug that caused a new Redial list to open, when opening a redial from the My Redials list
You can now download a Campaign Overview and a Standard Agent Report to an Excel file
We've improved the way you upload Leads and handle duplicates, making the process clearer
Fixed a bug in Lead Admin that prevented pie charts from displaying column data
Improved filtering options in New Lead Admin, so column data field options will be filtered depending the Campaign(s) selected
We've changed the way Wrap-up time is calculated on calls to Leads with multiple phone numbers

Features

The SMS module has been fully improved and updated, making it easier to create and manage SMS templates

Fixes and Improvements

Improved in-app guidance with links to new help articles, such as creating an Entry Group, and Composition Options
Improved the time it takes for an Order Confirmation status to appear in New Lead Admin

Fixes and Improvements

We added the possibility to limit User access in Reports, so it's now possible to limit Users to see only Shared Views
Fixed a bug that prevented users from filtering data using a 'greater than' filter in some scenarios
If you use Work Schedule to plan time, you can now view KPIs for all levels in a Report, not just Agents

Features

When cloning Leads in Outbound, it is now easy to distinguish between the original Lead and the Cloned Lead. Lead Log will now display information about each time the Lead was cloned, and the unique Lead ID.

Fixes and Improvements

Fixed an issue in settings for automatic deletion of Call Recordings to prevent conflicting settings for Project and related Campaigns. Now, a Campaign may not have a higher number of days than the Project it belongs to. No changes will be done automatically to existing settings but, from now on, you will be notified about the conflict if you try to save Project settings with a lower number of days than the Campaigns. The application will offer to change the Campaign settings automatically on the conflicting Campaigns
Fixed a bug so that activating, deactivating, or deleting a Lead Pool is now added the Change Log
Fixed a bug that prevented the accurate call time from being shown in the Lead Log, if the calls were longer than 1 hour
Deleting a shared Lead View will no longer remove the original lead View from the creator’s UI
We’ve added access to Change Log as a menu item on the settings for Feature Roles. It is now present on all three types of User Roles.
When cloning a Campaign without a Campaign Code, the Campaign name will be used as the code instead, eliminating any confusion
We've fixed a bug that threw an error if a non-Admin user opened a Shared Report where Teams had been used for grouping the Report
Grouping a Reporting based on Segment will now show all relevant data

Fixes and Improvements

Fixed a problem that caused Inbound sound files to display the incorrect file length, and improved the UI
Fixed a bug in the Live Operations page where percentages were shown as a Sum instead of an Average
Selecting a custom date range in Reports now works as intended
Found and fixed a bug that generated an error message when creating new Campaigns, even though the Campaign creation was successful
It is now possible to deactivate Lead Pools even if they have active intervals set
Leads that were stuck in the Dial Back queue are now released as they should
Fixed a bug in advanced settings of Lead Upload that ignored a day offset of 0 days
When cloning a Campaign, a unique Campaign Code will be created
We’ve improved the speed and responsiveness of the Live Operations feature
Lead Pool log has been improved to show more detailed information about any problems
Fixed an error where Reports for Campaigns moved to other Projects no longer showed the correct Campaign data
Fixed a bug that prevented multiple Triggers being saved in a Campaign when created in the same session

Fixes and Improvements

When manually creating a Lead in the Contact Page, you can immediately book a calendar appointment without seeing an error message
Call recording of calls transferred internally now follows the Campaign settings configuration on how to record calls
Fixed a bug where in using the Voicemail button on a Common, Private, or VIP Redial, the call status would be recorded as an Automatic Redial, regardless of the initial status.
This resulted in a disproportionate amount of Automatic Redials recorded in Redial statistics. With this fix, the call status will be aligned with the Lead status, even after the Voicemail button has been used.

Features

You can now monitor an Agent’s activity in even greater detail in the Live Operations feature, with key updates to the Agent statuses and descriptions.
If you use Entry Groups when creating a Campaign Template, fields from the same Entry group will now be highlighted together on the Contact Page.

Fixes and Improvements

We’ve fixed an issue that caused gaps in Lead data fields on the Contact page when using Campaign Template Views. Now, everything fits nicely together!
Streamlined the design of drop-down menus to create a clearer, more consistent experience.
Fixed an issue in Campaign Templates that prevented custom date formats from working as intended.
We’ve corrected a problem in Organisation Management so now Users can only move Teams within the same level of organisational hierarchy.
Improved the search function in the Quality Assurance feature.
Improved the full log download from Lead Pools.
General fixes to the in-app text, improved translations, and several bug fixes, to create a better experience for all our Users.
Fixed the logic behind the filter "Greater than" in the new Lead Admin feature.
We've found and fixed a difference between the search results in the old and new Lead Admin page, streamlining both.
All mandatory fields are now highlighted on the Contact Page.
If you have more than one Manuscript per Campaign, they will both display fully on the Contact Page.
When you're using Incoming Call Sounds, you will now see the name of the file you uploaded.
We have fixed a bug that prevented Max Call Attempts from being counted correctly.