Dear B3Networks Valued Partners,
Welcome to our July blog, where we delve into the latest trends and innovations shaping our cutting-edge technology and top-notch products. From UI enhancements to offering whitelisted Sender IDs for organizations, this month’s blog aims to provide you with insightful perspectives and practical knowledge to stay ahead in this dynamic landscape.
Let’s embark on this journey of discovery and innovation together!
Platform (OSS/BSS)
License Model
Platform (OSS/BSS)
SMS Gateway - New Organization Whitelist Tab
In today's fast-paced digital landscape, managing communication channels efficiently is critical for any organization. One key aspect of this management is the handling of Sender IDs, which are essential for ensuring that messages sent by an organization are recognized and trusted by recipients. To streamline this process, we are excited to introduce the new Organization Whitelist tab - a powerful tool designed to help users upload and manage their Sender ID whitelist at the organizational level. The Organization Whitelist tab has a user-friendly interface that allows organizations to maintain a comprehensive list of approved Sender IDs.
Support Hub UI Update - Correct Order for Incoming SMS
To enhance the user-experience and simplify the process of tracking incoming SMS messages, we are excited to announce a new update to the Support Hub. Users will now see the incoming SMS flow displayed in the correct order: User → CPaaS → Partner when searching for transactions in the SMS Transaction Logs. With our new update, the transaction logs now display the flow in a clear and logical sequence, making it easier for users to track and troubleshoot incoming SMS messages.
Sales Hub - Overview Tab
It is crucial to manage organizational information efficiently for maintaining accurate records and ensuring smooth operations. For a more streamlined approach, we are introducing several new features in the Sales Hub's Overview tab. These enhancements will enable users to create new organizations, overview and edit organization information, billing information, and buyer tags, as well as provide options to suspend or delete organizations. The new updates in the Sales Hub allow users to manage all critical aspects of organizational data in one place. Whether it's updating company details, modifying billing information, or adjusting buyer tags, the Sales Hub's Overview tab makes it easier than ever to keep information current and accurate.
License Model
Manage Organization - Redesign Public Holiday Tab
We are excited to announce a major redesign of the Public Holiday tab in the Manage Organization section. This update aims to support a wider range of use cases, such as Omni-channel multiple inbox routing flow, and offers several UI enhancements to improve user experience. The redesigned Public Holiday tab now provides greater flexibility to meet diverse organizational needs. Whether you're managing a single channel or multiple inboxes, the new features will help you configure holidays more effectively.
This feature allows users to quickly find and manage existing holiday rules. Besides, creating custom holiday rules is now simpler and more intuitive. Users can define specific holidays that align with their organizational requirements.
Moreover, setting up default holidays for your organization is now easier than ever! This feature ensures that all departments and channels within the organization adhere to a unified holiday schedule, promoting consistency and reducing the risk of miscommunication.
Phone System - User Settings Template Report
In our continuous effort to improve user-experience and provide efficient management tools, this month we have introduced a new feature of generating a report for User Settings Template. This feature allows you to check the results of the Bulk Assignment process, specifically highlighting which extensions did not apply the configuration successfully. Once users initiate a bulk assignment using the user settings template, the system automatically tracks the progress and results of each extension involved in the process. Upon completion, a detailed report is generated and made available on the Report page. This report is easily downloadable, showing details of all the failed extensions.
Phone System - Personal Configuration Access Control
Our Phone System settings are now more secure and robust as we have introduced a new tab called Personal Configuration, that allows Owners and Admins with Phone System Permission Group to grant or revoke access for Phone System Users to their personal configuration settings. This new tab determines whether a user with a Phone System Base License can access the Phone System - View - Me section. By default, all users assigned a Phone System base license will have access to the Phone System - View - Me section. However, if the Owner or Admins with permission group disable this access feature, the affected users will no longer be able to access the Phone System - View - Me section on the portal. This new capability aims to limit the portal access of Phone System Users, ensuring that only authorized personnel can make changes to personal settings such as Call Recording, Working Hours, and more.
Phone System - Auto Answer Incoming Call
The Auto Answer Incoming Calls feature for extensions is now available, providing Phone System Admins with the ability to control and configure this setting for users. When enabled, users will see a prompt in their desktop app indicating that the auto-answer function is active. This notification ensures that users are aware of the auto-answer setting and can adjust their expectations and workflow accordingly. This new feature is fully integrated with Admin Tools, allowing for easy configuration through Bulk Templates and Bulk Configuration.
Auto Attendant - Export Call Journey Report
This month we have introduced a new tab called Call Journey Report under Auto Attendant to enhance the visibility and management of your call flow processes. This feature allows users to export detailed reports of the entire call flow, from the caller's initial contact with the Auto Attendant to their final connection with an agent for each transaction (TXN). To provide precise and relevant data, the Call Journey Report supports filtering by date range, allowing users to set up a date range of up to 100 days.
Omni-Channel - Contact Center Call Monitor
We are excited to introduce a new feature that empowers Contact Center Supervisors with enhanced monitoring capabilities. Supervisors can now monitor Contact Center calls without needing to access the Web portal, providing greater flexibility and control over call management. This feature includes the ability to barge, monitor, and whisper during calls by entering a prefix along with the extension key, ensuring supervisors can effectively oversee and assist with customer interactions. This feature applies exclusively to Contact Center Incoming Calls
Moreover, only supervisors can perform these call monitoring actions. If an agent attempts to use these features, a warning message will play: "Sorry, this action is not permitted. Only supervisors can perform."
Omni-Channel - Multiple Inboxes Routing
We are excited to introduce significant updates to our platform with the transition from "Inbox Management" to "Omnichannel". This includes the addition of a new "Channel Management" tab, empowering users to configure workflows for incoming conversations across various channels such as live chat and WhatsApp. Users can now efficiently route conversations to a single inbox, multiple inboxes and programmable flows (Applicable for Live Chat type configuration only).
To streamline operations, users with the required licenses and roles (Owner/Admin) can create new channels directly from this tab. With options tailored for different scenarios, including non-working hours and public holidays, users can configure chat routing preferences and manage welcome messages seamlessly. These enhancements mark a significant step forward in optimizing customer engagement and operational efficiency through our Omni-channel capabilities.
Dashboard - UI / UX Enhancements for User Flows
We are thrilled to introduce a suite of new features designed to give users greater power and flexibility in controlling and customizing their dashboard designs. With these UI/UX enhancements, users can now fine-tune their dashboards to meet their unique needs and preferences, ensuring a more personalized and efficient experience. These new enhancements affect the entire dashboard, revamping the user-interface for each feature such as creating customized dashboards, star dashboards, view and edit dashboards, access control and delete dashboards.
Dashboard - New Widgets for Enhanced Operations
This month we have added a number of powerful new widgets to our dashboard, designed to provide users with more useful analytic reports for monitoring and gaining actionable insights from organizational data. These new widgets offer detailed metrics and visualizations that can help you better understand and optimize your operations.
New Widget | Description |
Conversation Transferred Rate | Shows the rate at which conversations are transferred within a specific inbox. |
Shortest Conversation Lifetime | Displays the shortest duration of a transaction within a specific inbox. |
Average Conversation Lifetime | Displays the average duration of a transaction within a specific inbox. |
Conversation Closed | Shows the number of closed conversations assigned to an inbox. |
Agent’s Closed Conversation | Shows the number of closed conversations assigned to an agent. |
Agent’s Assigned Conversation | Shows the number of conversations assigned to an agent. |
UI Enhancements
Amazing News! We’ve introduced some significant UI enhancements designed to provide you with a more intuitive and efficient user experience. These updates are part of our ongoing commitment to improving usability and ensuring that our tools meet your needs seamlessly.
Let’s go through these changes one by one!
Contact Center - Update Offer Voicemail Option
Previously, we offered one voicemail option in our Contact Center - to play a message. Now, we have enhanced the UI and functionality to support uploading MP3 files for voicemail, bringing added convenience and customization to our users. This enhancement is applicable to Max Inbox Size and Max Wait Time.
CPaaS Fax - Email Field in Communication Hub
Users can now view the email associated with Fax History in Communication Hub, providing clarity on senders and recipients since May 29, 2024.
Communication Hub - Allow User to Select Fields for Exporting Call & Leg History
Users can now customize call history reports by selecting fields to include or exclude, with all existing fields pre-selected by default, impacting Everyone and Team views.
Unified Workspace - Display Agent's State
Agent’s state is displayed on Unified Workspace to ensure that users are aware of their current status, which helps them manage their workflow more effectively and ensures they are always aware of their task load and availability.
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