Sangoma CX Release Note - September 27th, 2024
- Alfredo Gonzalez (Deactivated)
Analytics
What’s New and Improved
Rest APIs:
Make Agent Outbound Call (ei: can be integrated / invoked by an external application when Agents click a contact). Detailed documentation available in Make Agent Outbound Call
Initiate a Call Back from Queue (ei: to add in a support portal a button customers can request to be called). Detailed documentation available in Request a CallBack Now
Webchat API that enables initiate, terminate and message with WebChat Inboxes available in Integration with a Chatbot using Sangoma CX WebChat Widget as Front-End and Integration with a Chatbot using 3rd party WebChat Widget as Front-End
Reports:
Added filters Past Quarter, This Quarter, Past Year, This Year to the following reports:
Voice:
Queue Traffic Analysis
Answered x Abandoned x SLA Report
Answered x Abandoned x SLA Report Detailed
Queue Summary
Queues On Hold
Call History
Callback History
Call Request History
Login History
Pause History
ATT and ASA History
Call Issues
Call Reasons
Call Reasons by Agent
Agent Activity Timeline
Agent Performance
Agents On Hold
SMART Alerts History
Customer Satisfaction Report
Agent Answer Rate by Queue
Service Rework
Service Rework Detail
Digital Channels:
Customer Satisfaction Report
Agent Answer Rate by Queue
Service Rework
Service Rework Detail
Monitoring:
Call Issues
Remove Callbacks in the Answered Abandoned Report from Total Calls and the calculation for answer rate
Monitors:
Add Extension Status in Agent Monitor
Allow Admin users to Un-stuck Agents
Administration:
Able to change the 3-way calling behavior: if it is terminated or not when Agent hands-up the call (default = terminated when Agent hangup ). If interested on changing the behaviour you need to request it by reaching Sangoma Support.