Welcome to Live Operations!

As part of our continued effort to create the best Outbound by Enreach experience for all our users, this year we will be streamlining the application, and migrating users from older features to our newer - and not to mention more powerful, versatile, and easy to use - features!

This will mean Outbound will become simpler to use, easier to maintain, and ultimately provide more value for our users as our Product and Development teams can focus on the future of Outbound, instead of the past.

We've done everything possible to make sure that this is an easy transition for our users, with minimal disruption, as we know that change can be tough.

Are you a Monitor or Wallboard user?

Here's what you need to know:

On November 3rd 2022, the features Monitor and Wallboard will be removed from Outbound, and all users will be moved to Live Operations - Outbound's live statistics and Agent monitoring hub
All features and functionalities of Monitor and Wallboard can be found in Live Operations, in a feature that is modern, quicker, and with many more capabilities available
Team Leaders and Quality Assurance agents will be able to monitor calls from Agents in their team in Live Operations
As Wallboard will be shut down, Live Operations will be enriched with several options only previously available in Wallboard:
- First Call and Last Call KPIs, so you can easily track Agent activity
- The possibility to see users that are logged out
- The ability to view Team KPIs (this can be implemented by the Feature Permission Extended Insights Right)
- The ability to limit a user's right to change KPIs through a newly developed Feature Permission
It will not be possible to download a report in Live Operations like it was in Wallboard - however, reports can be created and downloaded in our Reports module.

If you want an in-depth guide on what Live Operations can do, head to this article!

Need your Agents to view their team statistics?

As Live Operations is intended for Team Leaders and Admins to gain a total overview of their Team's activity, we recommend allowing Agent's to view the Standard Agent Report, in Reports.

Here, the whole team can view their colleagues' statistics, without any of the sensitive data or actions in Live Operations, making it an idea substitute for Wallboard.

Hint: Click the star next to Agent Report from the Standard Report List.
Next, click Save Report, then share it with your Team through the Access Right button.
When your Team goes into Reports, the Agent Report will automatically load!

To ensure your Team has access to the Standard Agent Report, do the following:

1. Find the Team (or User) in Manage Organisation. Click Edit.

2. Click Feature Permissions.

3. Search for Extended Insights Rights and check the box.

4. Click Save.