New Softphone.Pro 4, updated Team - december 2020
Always-on webcam monitoring, screen capture, 2 new reports and other improvements
We'll start Softphone.Pro free automatic update process on January, 18. Update process will have 2 phases. On a first phase Agents will see a "new Softphone.Pro 4 is available" notification window with a download URL. They can either download Softphone.Pro 3 or continue to use Softphone.Pro 3. On a second phase that will start 2 weeks later Agents will see a "your Softphone.Pro version is outdated" message on a login window. They won't be able to login Softphone.Pro 3. Agents will have to download and install Softphone.Pro 4.
If you have any questions please contact us at help@softphone.pro.
Always-on Webcam Monitoring
Did you notice a webcam icon close to Agent's name on a dashboard? You can see Agent's live photo on his or her workplace instead of that icon! Set up this new feature to keep an eye on Agent.
Agent should have a webcam installed and properly configured on his or her computer.
Read more on Awlays-on Webcam Monitoring configuration.
Screen Capture
Sometimes it's hard or even impossible to see how Agents deal with a script and they perform an after call work (ACW). Just enable the new Screen Capture feature to be able to watch video captured on Agent's screen.
You can find &qout;Play Captured Video" button next to &qout;Play Call Recording" button on a Dashboard, Call Log and Reports.
Read more on Scren Capture configuration.
Tags distribution report, ACW time column and ACW timeout configuration
If you're still not using the Tags, it's a good time to start! You can find a new "Calls by Tags" report on Reporting > Calls menu.
We added a new ACW column to Call Log and report drill-down call log tables, so you can analyze ACW time per every single call.
Agents can misuse an ACW mode to avoid some calls. Now you can setup an ACW timeout on a Settings > Softphone.Pro > General page or add the AfterCallWorkTimeout parameter under AppSettings section in a configuration file. You need to define AfterCallWorkTimeout parameter value in seconds.
New "Outbound Calls by Agents" report
Analyze Agents outbound calling performance with the new "Outbound Calls by Agents" report.
New report displays data grouped by Agents: outbound calls, successful outbound calls, % successful outbound calls, unique phone numbers, unique phone number successful calls, average call attempts per unique phone number, average and maximum wait time, average and maximum talk time.
Spanish and Portuguese User Interface Localization
Our adorable Spanish and Portuguese speaking customers now can use Team on their native languages. Open Settings > My Profile to change user interface language.
Bem-vinda! and ¡Bienvenido! dear friends!
Other Improvements
Softphone.Pro obtains its license key from Team automatically. You neither need to define license key in a configuration file nor on a Softphone.Pro Settings window on Agent's computer.
We added a new Default configuraiton file template. This template is automatically included into Agent configuration files. You can use that template to define some common configuration settings for all call center Agents.
New "Inbound Answered" and "Outbound Answered" columns added on "Calls", "Calls by Tags" and "Calls by Agents" reports.
New "Unique phone number successful calls" and "% Unique phone number successful calls" columns added on "Outbound Performance" and "Outbound by Agents" reports.
We updated Agent performance panels on the Dashboard page. You can find all key performance metrics there updated in realtime.
Phone call time stamp is now HH:MM:SS on Call Log and Reports. Previously it was HH:MM which was not enough in certain cases.
