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Buraque Gul Agha

B3Networks Academy Updates

Dear B3Networks Valued Partners,


As we enter September 2024, the tech industry is buzzing with groundbreaking innovations and significant announcements. These advancements highlight the rapidly evolving digital and communication landscape, offering new opportunities for businesses to innovate and thrive.


Join us as we explore the latest enhancements and key updates that are set to impact your business operations this month!



Platform (OSS/BSS)

License Model

 

Platform (OSS/BSS)


Support Hub - Display Desktop App Events in Order


To enhance our Support Hub, we are introducing a feature to display desktop application events in chronological order. This enhancement aims to improve troubleshooting efficiency by presenting events in a time-based sequence, allowing for a more coherent and organized view of application activity. Users can now click on "View Details" to access in-depth information for each event, including specifics of SIP INVITE messages and the details of End Call events, whether terminated by the user or the system.

Furthermore, events will be stored and displayed in this time-based order for two weeks for troubleshooting purposes. After that period, they will be shown as part of the regular event flow. This update ensures a more streamlined and effective troubleshooting process by providing clear, ordered event logs and detailed insights into call activities.



 

SMS Gateway - Update Text for Uploading Domain Blacklist and Downloaded Report


To improve clarity and functionality in the SMS Gateway, we are updating the text and behavior related to domain blacklist uploads and report downloads. When uploading a domain blacklist, the text will now read “Block all sender IDs” to provide a clearer description of the action being performed.

Additionally, the download button for reports will be disabled if the report indicates that all sender IDs are set to allow or block. This update ensures that the terms used are more comprehensive and that the user interface reflects the appropriate options and restrictions based on the selected settings.



 

License Model


Phone System - Adjust ‘Channel’ Based on Channel Type


This month, we are implementing a more precise and descriptive labeling approach for different communication channels under Phone System. Instead of using the broad term "Channel" for all types, the system will now display specific terms based on the channel type. For interactions conducted via Live Chat, the label will be updated to "Widget," while communications through WhatsApp will be referred to as "WhatsApp Channel". Support Center inquiries will be categorized under "Ticket Form". This enhancement aims to provide clearer, more intuitive labels that better reflect the nature of each channel, facilitating improved user understanding and management.

Additionally, this update aligns with our commitment to enhancing the user experience by ensuring that the terminology used is both specific and contextually appropriate. By offering more accurate descriptions, users will be able to quickly and effectively navigate the system, making informed decisions and streamlining their interactions.



 

Phone System - Remove Programmable Flow from Form Template


To streamline the system and avoid redundancy, we’ve made changes to the filter list within the Form Template. Since Programmable Flow is now fully managed within Developer Hub, it has been removed from the Form Template filter list. This update ensures a more focused and efficient experience by directing Programmable Flow management to the appropriate location in the Developer Hub.



 

Auto Attendant - Update Public Holiday Timezone


The current system's reliance on separate time zones for calculating public holidays and determining working hours for Auto Attendants has led to inconsistencies that may disrupt the accuracy of holiday recognition. With public holidays calculated using the organization's default timezone and working hours set in a different timezone, the Auto Attendant may operate incorrectly during recognized holidays. This mismatch could lead to issues such as incorrect call routing or auto responses, impacting the overall customer experience and operational efficiency.

To address this issue, our Auto Attendant's public holiday settings will now align with the working hours time zone configured for each individual Auto Attendant. This change ensures that both public holidays and working hours are calculated within the same time zone, eliminating inconsistencies. By synchronizing the two functions, businesses can maintain accurate Auto Attendant operations, ensuring proper handling of calls during public holidays and enhancing the overall reliability of customer-facing systems.



 

Omni Channel - Support Chat Routing to Programmable Flow for WhatsApp


In this update to the Omni Channel system, we are introducing the capability to route WhatsApp chats to Programmable Flow, aligning it with the existing functionality available for Live Chat. This enhancement allows for greater flexibility and customization in handling WhatsApp interactions, enabling more complex and varied use cases to be supported through Programmable Flow. By incorporating this routing option, users can leverage the same advanced automation and integration features for WhatsApp as they do for Live Chat, enhancing the overall efficiency and versatility of the chat management process across different channels.



 

Omni Channel - Limit Maximum Characters for WhatsApp & Live Chat Button Label Text


To enhance the consistency and readability of button labels, we are implementing a maximum character limit of 20 for WhatsApp and Live Chat button texts in the Omni Channel system. This update ensures that button labels are concise and fit well within the interface, maintaining a uniform appearance across different channels. If users attempt to input text that exceeds this limit, an error message will be displayed to prompt them to shorten the label. This measure helps preserve the clarity and visual integrity of the button labels, contributing to a more streamlined and user-friendly experience.



 

Unified Workspace - Redesigned View for an Enhanced User Experience


The left sidebar in the Unified Workspace has been redesigned to create a more user-friendly and efficient experience for agents. One key feature of this redesign is the "My Work" tab, where agents can easily manage all tickets they are involved in, whether they are assigned, created, or simply watching. This consolidated view improves ticket management, reducing time spent navigating through multiple sections.

Additionally, all inboxes have been merged into a single "Inboxes" tab. When agents click on this tab, they can quickly view all transactions, and a red dot will appear next to any transaction with new messages or comments, allowing for more immediate response to critical updates.

A significant enhancement to the workspace is the addition of the "Customer Journey" section, which appears on the right sidebar when a specific inbox is selected. This section provides a detailed history of all interactions the customer has had since their first contact, including calls and chats. It also displays the agent assigned to each interaction and the current status, whether waiting, assigned, transferring, or ended. This holistic view of the customer’s activity offers agents a complete picture of the customer’s experience, making it easier to manage ongoing conversations and provide a more personalized service.



 

Unified Workspace - Display Message for Call & Ticket in Internal Discussion


In this enhancement to the Unified Workspace, we have added a feature that displays system messages in the Internal Discussion whenever an agent makes a call to a customer or creates a linked support ticket. This improvement ensures that both agents and supervisors are kept aware of these activities during Live Chat.

If an agent makes a call, whether during the chat or after it ends, the system will automatically display a message in the Internal Discussion, and once the call is completed, the relevant data will be added to the Customer Journey for a comprehensive record.

Additionally, when an agent creates a linked support ticket during the chat, the system will notify the Internal Discussion with a message about the ticket. However, if the ticket is created after the chat has ended, the system will not send this message to the Internal Discussion. These updates ensure that all relevant team members are informed of critical activities in real-time, improving coordination and efficiency within the Unified Workspace.



 

Unified Workspace - Aligning Support Ticket Status Across All Channels


This month, we have introduced an enhancement to the Unified Workspace, by aligning the Support Ticket Status with the statuses used across other channels within the system. This standardization ensures consistency in how ticket progress is tracked and displayed, making it easier for agents and supervisors to manage and monitor tickets efficiently across all communication platforms. By unifying the status labels and workflows, agents can now experience a more streamlined ticketing process, improving overall productivity and reducing potential confusion when handling customer queries through different channels.

Status

Description

Waiting

The ticket is currently open but hasn't been assigned to a specific agent yet. It's awaiting initial assignment.

Assigning

This functionality isn't supported by the system as of now.

Assigned

The ticket has been assigned to a specific agent for handling.

Transferring

This functionality isn't supported by the system as of now.

Ended

The ticket has been resolved and closed.


 


Unified Workspace - Toast Notifications for Ticket Updates and Improved Ticket Management UI


To improve the accuracy and efficiency of agent responses, we’ve introduced a series of updates designed to keep agents informed of recent ticket changes and make ticket management more intuitive. To avoid agents unintentionally adding irrelevant comments due to outdated information, the system will now display a "New version published" toast notification whenever there are changes to the ticket description. Clicking on the chip will refresh the ticket, ensuring agents are always working with the latest version of the content, thereby improving the accuracy and relevance of their responses.

Additionally, the ticket management UI has been updated for better usability. The "Edit" and "Close/Reopen ticket" buttons have been relocated to the top of the ticket and fixed in position, ensuring easy access. The ticket number is now prominently displayed at the top for quick reference.

Furthermore, the comment section remains at the bottom of the ticket, allowing agents to add comments without unnecessary scrolling, enhancing the overall efficiency of ticket handling.


 

Unified Workspace - Enhanced Call Journey & Right Sidebar for Manual Outbound Contact Center Calls


To provide more detailed tracking and a clearer overview of outbound contact center calls, we’ve updated the Call Journey and added more comprehensive details to the right sidebar. This update ensures that manual outbound calls are properly reflected in the system, allowing agents to better track and manage their interactions. The updated Call Journey now includes specific details such as the outgoing call’s originating extension key and name, routing information to the relevant inbox, and the extension key and name of the agent who answered the call.

Additionally, the Call Journey captures the customer's name or number and records the call’s end time. The right sidebar will now display more detailed information, including the caller ID, customer number, time answered, talking duration (calculated as the end time minus the answered time), and the call result. These improvements ensure that agents have a clearer view of call details, enhancing the overall efficiency and accuracy of call management.



 

Unified Workspace - Enhanced Pin Messages Feature in Direct Message Conversations


Continuing our efforts to improve user experience, in this enhancement to the Unified Workspace, we are introducing the ability to pin messages within direct message conversations. This feature allows users to highlight important messages for easy reference and better organization. To maintain a manageable number of pinned messages, a confirmation popup will appear if users attempt to pin their sixth message. This ensures users are aware of the limit and helps prevent excessive pinning, allowing for a more streamlined and efficient conversation management experience.



 

Unified Workspace - Support Ticket - Import Call and SMS Trace for Visualized Tracking


To enhance traceability and provide greater context within support tickets, we’ve introduced a feature that allows users to import Call and SMS transaction (TXN) data directly into the support ticket's comment section. This new functionality automatically generates a visualized trace, offering a clearer view of the communication flow. When users input a Call or SMS TXN UUID into the support ticket comment section, the UI will automatically create a visualized trace for easy reference.

Steps to Input TXN:

  1. Copy the Call or SMS TXN UUID.

  2. Navigate to the relevant Support Ticket TXN.

  3. In the comment section, select the Visualize TXN Flow icon.

  4. Choose the Type: Call or SMS and paste the TXN UUID into the box.

  5. Click on Add and Comment to submit the trace.


 

Communication Hub - Contact Center - Introducing the "Caller Hang Up" Column for Completed Calls


In our ongoing effort to provide clearer insights into call activity, we are excited to announce a new enhancement to the Communication Hub. This month, we’ve added a new feature to improve call tracking and reporting, specifically within the Contact Center. Previously, users did not have a clear indication of who ended the call on the Completed Calls screen, which could make it difficult to understand call outcomes at a glance.

Now we’ve introduced a new column labeled “Caller Hang Up” on the Completed Calls screen. If the call was ended by the caller, a tick will appear in this column, allowing users to quickly identify the call’s conclusion point. This update provides greater transparency into call handling and makes it easier for your team to monitor and analyze call interactions, leading to improved decision-making and better customer service.



 


Dashboard - Limit Data Display for the User Call State Widget


This month we have implemented an enhancement to the User Call State widget on the Dashboard to prevent UI crashes when handling large amounts of data. This update addresses the performance issue that occurs when the Dashboard attempts to display an overwhelming volume of information, ensuring a smoother user experience.

With this enhancement, the widget will now display a message if no filter is selected for User or Call State, prompting users to refine their selection. Additionally, when too many extensions are chosen, a warning message will appear to notify the user that a maximum of 50 extensions can be selected at a time. These safeguards help maintain the Dashboard's stability while offering users a clear and efficient way to manage data display.



 

Dashboard - Redesigned View for an Enhanced User Experience


As part of ongoing efforts to improve the user experience, we are introducing a UI enhancement for the Dashboard view. This redesign focuses on optimizing functionality and usability, ensuring users have a more intuitive and streamlined experience. One key update is the introduction of a loading state indicator for each widget, which will notify users when a widget is actively loading, providing a clearer understanding of system processes.

Additionally, the top bar has been enhanced to offer a more organized and flexible approach to managing filters. If fewer than two filters are available, they will be displayed directly on the top bar for easy access. However, when more than two filters are selected, they will be grouped under a single "Filter" button, reducing clutter and improving navigability.

Lastly, we’ve streamlined the user interface by merging the Public Sharing, Edit, and Delete options into a single Settings icon. This consolidation simplifies access to these features and declutters the user experience. These enhancements create a cleaner, more organized Dashboard, offering a smoother user experience and more efficient data management.



 

Dashboard - SMS Multipart Widgets for Enhanced Reporting


We have introduced new SMS Multipart Widgets on the Dashboard to provide enhanced visibility into SMS communications. The Inbound SMS Multipart widget tracks received SMS messages by multipart, offering insights into how many multipart messages have been received, while the Outbound SMS Multipart Result widget shows the number of completed outbound multipart SMS messages. These widgets work alongside the transaction counter, allowing users to effectively monitor and analyze multipart SMS traffic for improved communication management.



 

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