Missed Opportunity Alerts
Missed Opportunity text message alerts will now include the ability to action the alert from the text message. Each alert includes details about the missed opportunity and a link to open a light webpage where the Manager can either book the appointment from the webpage or close the alert.
Missed Opportunity Report
Actions taken on Missed Opportunities are now tracked in the Missed Opportunity Report. This report can be viewed from the Call Management area in BDC Central. Missed Opportunity summaries and specific details about actions taken on the alerts are displayed in this report. Managers have the ability to set an appointment from within the report.
Failed Call Emails: Daily and Weekly Failed Call Emails - Existing users will need to update profile selections to turn on this feature. For newly created management level users, Weekly Failed Call Emails will be on by default with the option to turn on Daily Failed Call Emails.
The Daily Emails are scheduled to go out each morning at 7AM EST, and the Weekly Emails are scheduled to go out every Monday at 7AM EST.
Please note, the emails are based on the fail call rate threshold set in the dealership profile. Currently the default is 10%. So the email would only go out if the fail call rate is over that threshold.
Call Log Enhancements
Call Summaries (BETA): The Call Log has been updated to include summary information for all calls, allowing you to quickly identify the narrative of the call without listening to the recording.
New algorithms have been added to improve department classifications.
Failed call types updates to IVR, Transfer Abandons, Hold Time Abandons and Voicemail Abandons.
Performance Enhancements & Improvements
Added an additional server and hardware to boost performance speeds
- Corrected BDM viewability issues when a Sales Manager updates an appointment for a BDR.
- Corrected removal of deleted appointment updates remaining in the Agent Console – Appt Mgmt screen after deletion.
- Staff Performance Report - Service Department now includes status checks for all Service Advisor profiles. BDRs logging status checks are excluded.