We are constantly working to improve our platform, and are pleased to announce that the following enhancements will be released next week:
Basic Call Flow Visualizer: We’ve just made it easier to understand your caller’s journey through your phone system. When editing your tracking number settings, you’ll notice a new button in the upper righthand corner for the “Call Routing Visual View.” Clicking this will display your call route in a simplified flowchart format. In this new view, you’ll see every part of that number’s programmed routes at a glance—perfect for troubleshooting, reviewing routes, and visualizing where you’d like to make changes.
Real-Time Agents Live Monitor: With our new Live Monitor tool, you’ll be able to bookmark a specific agent and easily live-listen to their active calls at the click of a button. You’ll find this new tool inside your Real-Time Agents Dashboard. The Live Monitor tool is an easy way to keep track of agents in training or allow junior agents to shadow senior team members.
Add Queues to Calls: You’ll notice a new option in your softphone to add a call queue to an active call. This can be used as an alternative to simply transferring a call to another agent. By adding a queue to the call, the first agent to answer the prompt will be able to join once they’re available. This could be a great way to conference in another team member and introduce them to your caller.