27-November-2023

Improvements

Call History - Disconnected by Field

The "disconnected by" field has been integrated into the call history and is now present in most newly added drill-down features. This enhancement facilitates the identification of whether a call was terminated on the agent's end or the external caller's end.

More information: Analytics: Call attributes

 

6-November-2023

New features

Inbound Activity+ Analytics dashboard (Beta)

A dashboard which allows Support and Inbound Sales leaders to optimize planning and training by monitoring trends in customer communication, as well as how effectively their teams are serving these customers on the phone.

This dashboard will be available for Analytics+ customers only, and is currently in Beta.

More information: Analytics+: Inbound+ Dashboard