Contact Center/Service Insight Product Update

Edited: 08/17/2021
Access: Everyone
Supports: Business Voice, Business Voice+, Wholesale

Here's what's new with Contact Center/Service Insight

November 2020 Updates

November 17, 2020 Contact Center/Service Insight Release

Queue Survey feature added to Service Insight.

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October 2020 Updates

October 22, 2020 Contact Center/Service Insight Release

Call Barge

Call Barge enables supervisors and managers to drop in on live calls to speak with both the customer and the agent. Call barge offers the distinct advantage of enabling supervisors and managers to take a more hands-on role in ensuring customer service practices and live coaching new or inexperienced agents for their call center.

Auto Logoff

This feature will automatically log off agents away from their active session for a certain amount of time and/or missing a threshold of queue calls, and prevents the system from presenting new calls to this agent.

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June 2020 Updates


June 29 , 2020 Contact Center/Service Insight Release

New Supervisor Panel

The new Supervisor Panel provides significantly enhanced user experience, productivity and analytics. Agent Mood feature helps supervisors track the agents emotional wellbeing that helps with coaching and agent retention. Significant updates to reporting and analytics as well as minor feature improvements across the platform.

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