The following BDC Central updates and features were released June 5, 2017.
Dashboard
- Real-time updating - the Dashboard will now refresh data every 60 seconds.
- Non-Revenue Tracking - In the Dashboard, the Activity Mix pie chart was updated to include Non-Revenue activity.
Call Log - Missed Opportunity Updates
- New Alert for calls going to Voicemail & No Message Left
- Alert profile selections for Managers updated in Admin - Users can specify which department alerts they want to receive by updating their profile in Admin.
Call Log -Manual Assignment of Agents to Unassigned Calls
- Reference Article: Call Log - Call Log - Assigning Agents to Unclaimed Calls
TO Management Log - Log added to manage TO activity
- Reference Article: TO Management Log
Customer Text Message Appointment Confirmations - Improve Customer Show ratios with 24 hour and 1-hour text message appointment reminders.
- Reference Article: Customer Text Message Appointment Confirmations
Agent Callback Numbers - Used to track return calls from customers.
- Reference Article: Setting Up Agent Callback Numbers
Agent Console Updates - Non-Revenue console selections updated for improved performance tracking.
- Reference Article: Agent Console - Logging Non-Revenue Calls
Receptionist Call Pad Updates - Improved performance tracking; mirrors the Agent Console-Non-Revenue tracking.
- Reference Article: Receptionist Call Pad Guide
Phone Skills Report - General bug fixes and Customer Callback reporting added to improve performance tracking for Effective Messaging.
Coaching Alerts - Automated coaching alert system for improving skills and performance. Agents will now receive automatic alerts when specific Key Performance Indicators fall below goal. Each coaching alert will contain a short video and recommendations for performance improvement.
Leaderboard - New report that tracks and ranks the skill and performance level for all active users based on agent BDI scores.
- Reference Article: Leaderboard Report
Opportunity Management - Updated ability to assign Sales Rep to appointments that Show regardless of Sold Status. This will permit assignment of Sales Reps to shown appointments marked as Working or Dead; in addition to Sold.
General Bug Fixes