03.06.2019

News digest Oki-Toki for January-February 2019

News for January-February: New Functionality for Evaluating Operators’ Work, Auto Disconnection of Telephony and Other. Read more in the digest!

News digest Oki-Toki for January-February 2019

Operator evaluation: Part 1

To evaluate the work of operators for incoming and predictive calls, a new functionality was developed. You can enable it in the queue settings. Before talking with the operator, a notification is triggered for customers about the assessment, and after the conversation they will be able to evaluate the quality of the operator's work (IVR message language to choose from). The call log will display the quality of the work of operators when communicating with customers. Everything is simple. Grade

Telephony auto-off

Often the question arose of how to save the call base if telephony unexpectedly failed. To do this, we have made a new feature Auto disconnect due to telephony failure. If calls in a row begin to end with a telephony error (from the list), then dialer will automatically stop. Auto power off

Option: transfer to AWAY on lost call

Working in their CRM and administrative offices, operators could not notice the incoming call, violate discipline and automatically switch to the "blue" status, dropping out of participation in the processing of incoming and automatic calls. We have added the ability to disable auto-transfer to AWAY when a call is lost. It is enabled by default. You can disable it here (screenshot below). Option:

Operator position facelift

We are glad to announce great news for all call centers: Oki-Toki has released a new operator place for beta testing! At the moment, it contains the main functionality of the old operating place, but we have made it more flexible, faster, and also paved the way for the introduction of new, long-desired functionality: widgets with useful information and statistics for the operator, a new level of integration (more on that later). You can watch it now by clicking on the link. We welcome all feedback and suggestions!

New view of the Dialer task log

There are still operators who do not monitor the statuses in the operating place (Ready, Away). Working in their CRM and administrative offices, operators could not notice the incoming call, violate discipline and automatically switch to the "blue" status, dropping out of participation in the processing of incoming and automatic calls. We have added the ability to disable auto-transfer to AWAY on a lost call for incoming and callback calls. It is enabled by default. You can turn it off here.

Rate the news:

Read also

photo
Friday June 26th, 2020 How to Manage Roles: Contact Center Access

What are contact center accesses, how to create, change and manage roles in the Oki-Toki service, security in projects.

More
photo
Wednesday April 21st, 2021 Adaptation of contact center operators Part 2. Nuances in the interview

How best to interview new contact center operators, nuances and tips, adaptation of operators.

More

Leave a request and get detailed advice from a specialist.

    Agreement on the processing of personal data