DASHBOARD UPDATES: JANUARY 2020

Servetel Dashboard Updates January 2020

Servetel dashboard offers you a complete management of the IVR services irrespective of your location. Through this user-friendly portal, you can easily switch your agent numbers, IVR recordings etc. It also allows you to analyze the call data that matters to your business. You can quickly navigate to any functionality pertaining to the services whether its implementing business hours, holiday recordings etc.

With various service providers coming up in the cloud telephony market, it becomes crucial to upgrade your system with the new features which ensure you are up amongst the best. Our Teams are constantly thriving to make the dashboard user friendly and with loads of changes that are beneficial for the customers.

We are delighted to announce the bundle of new features that have been made live in the recent weeks.

NEW VIEW OF CALL DETAIL RECORDS

We have revamped the page where the call detail records are visible. With the new design, you can easily search for any call with multiple filters available. Also, we have provided the call flow against each log wherein the customer can track the status of the call. Earlier, records older than 10 days would go to the archived reports. In the new design, we have removed the archived reports, which means you would have to apply the date filter and can easily retrieve the data for any period.

Call detailed records

 

LET’S CONVERT THE CONVERSATION TO TEXT

Yes, you heard that right. Companies look for options wherein they can monitor the calls of their agents for quality purposes. It becomes a cumbersome process to listen to the calls and provide feedback. To overcome this, we have pushed a new update wherein customers can convert the recorded calls into text with a single click. You can easily search for any keyword and mark your agents according to that.

Transcript

 

CALL TRANSFER v/s ATTENDANT TRANSFER

With the call transfer feature already available, we have developed attendant transfer. You can understand the difference between the call transfer and the attendant transfer with the table below.

CALL TRANSFER ATTENDANT TRANSFER
  Used with #1 followed by agents intercom number

 

Used with *2 followed by agents intercom number

 

  It is used in case of blind transfer. The agent can dial #1 with the intercom number. The calls get disconnected from the first agent and get transferred.

 

Agent can dial *2 followed by the intercom number. This way, both the agents can converse with each other with the customer on hold. As soon as the first agent disconnects the call, customer automatically gets connected to the second agent.

 

MOULD YOUR FLOW WITH API INTERACTION

We have provided the customer with the option to setup the flow according to his needs. API Dial plan can be used by the customers to direct the calls to any specific department, agent on a real time basis. This is also used to maintain privacy and restricting sharing the database with your agents.

API Dial Plan

 

HOW IT IS USED

A centralised number. Detecting the caller number, you can divert to call to any agent, IVR, system recording. An API URL provided by the customer wherein the caller number is passed, and in response, certain IDs are received, which our system detects and route the calls according to that. An example of this is separating your existing and new clients.

It is now evident from all the benefits and features depicted above that this is a great value addition service for the customers. It is also being a great supportive mechanism for boosting your business. Experience all this by reaching Servetel at 1800-103-6989. We will be back with the new updates shortly.

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