Special rules for dialer
Need to make more attempts on the first day of an application, or do you want to make special rules for weekends? Adjust the intensity of ringing calls for the days of the week or taking into account the “age” of the task. You can read more about it here .
Evaluation of the work of operators
We have implemented a full-cycle environment for assessing the work of operators: create a checklist for assessing the quality of service , prepare a review plan and assign responsibility. After checking, the results by categories and checklist questions, by operators and their groups will be available in reports. Read more in our note .
Datamixer goes to BETA!
In short, this is a tool that allows you to collect project information from the entire system, uploading only the data that you want to see in it. The report has been requested for a long time, but it was only now that they were able to implement it. It is very possible that in the near future it will become your most important report, moving the “Call Log” off the pedestal. Read more here .
Voice analytics and karaoke
We continue to delve into the possibilities of speech processing and recognition. This time we have expanded the transcript with special triggers that will find obscene language, pauses and interruptions in the text. In the future, we can also detect speech topics, but we haven’t yet, because we haven’t come up with a useful application for this. We also added highlighting of the text of the speech being played to the transcript.
Categories of appeal and the introduction of robots in the processing of tickets
Those of our customers who last contacted the ticket system could notice the choice of a request category when creating a ticket. This is an important update for us, even though it may not seem so at first glance. Based on the selected categories, we collect data on bottlenecks in the system that need to be paid more attention than others. Also, the categories will soon be supplied with useful guides for self-analysis and elimination – videos, guides and quick tips. The idea of Oki-Toki is that our client himself can figure out the problems or errors of the company, because in 90% of cases a technical support employee uses the same tools that are available to the company administrator.
Contact fields in CRM
We are in the process of migrating the remaining CRM functionality from the old interface to the new one. Now we have transferred the management of contact fields to CRM, and in addition to creating and archiving, we have connected the management of the display of fields depending on the project.
Create a conversation script via google docs? – Easy!
We at Oki-Toki are trying to simplify many processes and now CRM scripts can be created using the google docs interface. You can use our Document Formatting and Loading Guide to define different script functions.