SightCall's November 27th release contains several new improvements and bug fixes. Below are the enhancements to the SightCall Platform.
Analytics
- Overview Dashboard
- Sustainability
- Weekly Summary Email
- Cost Reduction and ROI Per Call
Overview Dashboard
We have added a new Overview dashboard that will act as the “Home” page when you log in to the Admin portal. This dashboard displays relevant stats for your SightCall account, including Total Calls, Average Calls Per Agent, and Cost Savings.
See here for more details: Overview Dashboard
Weekly Summary Email
Administrators will now receive a weekly email that summarizes relevant stats for your account, such as the number of agent calls in a week and pounds of CO2 saved. *Note: You can opt in or out of this weekly summary email by checking/unchecking the Weekly Activity Email on your admin user profile. See this article for managing admin users.
Sustainability
Previously, the Sustainability feature was only available as an add-on. We have removed licensure for this feature to make it available for all tenants. Now all clients can view the sustainability impact that use of SightCall is having on their organization. Learn more here.
Additionally, we have added GBP (British Pound Sterling) to all currency configuration options, as well as the GBP symbols in all locations where currency is displayed.
Cost Reduction and ROI Per Call
We have added a new configuration option to use cases that will help determine the saved costs/return on investment per call. This “Cost Reduction & ROI per Video Call” field is defaulted to a value of 25 (regardless of currency), but can be adjusted as needed. This value will be used to help calculate cost savings when Sustainability is not used in a call. *Note: if you do not want to use this setting, you can set the value to 0, however, we encourage you to use this tool to help determine the cost savings you are getting from SightCall!
User Interface Enhancements
All settings that affect the appearance of the agent console are in a new “Appearance” admin portal page.
In addition, there is now a theme selector. A second theme option has been added as an option for all accounts. The new theme is called “Modern”. Once selected, the Modern theme will be applied to all users in your account.
*Notes:
- When the Modern theme is selected, the Color Console theme selector and the CSS text box are hidden.
- This will apply to integrated consoles as well (e.g. Salesforce, ServiceNow, Genesys, etc)
SightCall Digital Flows
We have made multiple improvements to SightCall Digital Flows:
- You can now configure a Digital Flow to receive captured media to Google Cloud or Sharepoint storage.
- You can now receive status notifications about certain aspects of a Digital Flow, such as network quality.
- Added Twilio and Postmark to the Apps Marketplace.
- Added offline capabilities
Added Multiple Actions to the Browser Digital Flow type
We have added the following actions to the Browser Digital Flow type:
- Geolocation
- Connect as Agent
- Create Pincode
- Get usecases
These actions can be added from the Browser drop-down menu in the navigation menu.
Improved User Experience when Changes are Saved
Previously, when changes to a Digital Flow were saved, the notification that appeared blocked the buttons in the top right corner of the studio. Now, the notification appears centered in the top of the screen, and does not block any user interface elements.
Improved Transition User Interface
We have improved the user interface of adding transitions to an action in the Digital Flows Studio. It is now easier to add and manage transitions, thanks to this change.
Old New
|
|
New applications in marketplace
- CSV generator helper
- Mailgun can now manage attachments
- Twilio has SMS provider
- OneDrive & Sharepoint explorer
- Airtable
Media Endpoints
Added support and configuration options for the following new Media Endpoints:
- Sharepoint
- Separate doc: Setting up Sharepoint as a media endpoint
- Google Cloud Storage
- Separate doc: Setting Up Google Cloud Storage as a Media Endpoint
Reporting
We have made multiple improvements to reporting in SightCall:
- Added an Export button to the Audit Trails report.
- API documentation: api/v2/pincodes return values now contain a 4 digit provider-ID header
Security
We have made multiple improvements to security in SightCall:
- Added SCIM support for user provisioning
SCIM Support for User Provisioning (Beta)
SCIM (System for Cross-domain Identity Management) makes user data more secure and simplifies the user experience by automating the user identity lifecycle management process. SCIM user management must be activated by a SightCall employee, so if you are interested in using this new feature, contact your client success manager. To support SCIM user management, we have also added the concept of User Groups.
Supported in Beta with Azure SCIM
Miscellaneous Improvements
- Updated the language for virtual background configuration to be more clear when translated to other languages, such as German.
- Added [display name] as a dynamic variable for picture naming conventions. This will help tie users to the images they share and create, if needed.
- You can now view an address associated to GPS coordinates when using the Geolocate feature on a call.
Multiparty Improvements:
Promote to Host (Only available for desktop experience): For escalation purpose ,it will be possible to invite an agent and delegate the hosting rights to him through an option in the console "switch host", a confirmation pop up will be displayed to confirm the action. See Using Multiparty Features
Block guest (available for desktop experience) : For security & anti harassment purposes, a block guest action will allow to avoid that a guest could reach again an agent in an ACD use case.
The blocking action could be permanent or not depending on a choice set per tenant. See Using Multiparty Features
Bugs Fixed
- Fixed an issue with the geolocation feature that caused a timeout message to display if the agent accidentally clicked the “Request GPS Location” button multiple times.
- Fixed an issue with Live Translations transcripts not displaying properly in WebRTC
- Fixed the "filter[reason]" parameter for the /api/v2/case-reports endpoint
- Fixed call controls issue in Multiparty when switching guests and attendee roles
- "Display Name" field will now be the name shown in the standalone console (top left)
Deprecation
- Removed the “Advanced Annotation” checkbox on use cases. All use cases will now have the Advanced Annotation options available instead of the old options.
- Removed the Slideout menu for roster chat.