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B3Networks Academy Updates

Dear B3Networks Valued Partners,


We understand the importance of staying ahead of the curve at B3Networks. That's why we're thrilled to announce our latest round of enhancements and features, designed to take your communication capabilities to the next level and elevate your experience.


Here’s what’s new this month:



License Model

App Model


 

LICENSE MODEL

 


Admin Tools - UI Enhancement


We have revamped our Admin tools Tab to make it easier to navigate and configure your settings. With our new UI enhancements, you'll have all the tools you need right at your fingertips. The owner will have full access rights to Admin Tools whereas, admins must be granted permission to Phone System + People by the owner in the Members tab under Manage Organization.



 

Phone System - Public Holiday


We've updated our Public Holiday feature with a brand new logic and user interface. Now, you can choose from different options: No Holiday, Follow the Organization's Holiday, and Follow Personal Holiday. With this update, you can rest assured that your holiday settings will always align with your schedule.




 


Phone System - New License Provisioning


We've simplified the provisioning process by adding a Provision & Assign Button directly in the same popup window. This means that you can now quickly and easily provision and assign a new user in just one convenient step. No more wasted time clicking through countless windows. Enjoy a more streamlined experience with our new update!




 


Phone System - Inbound Call Filter


With the latest update, we have made it easier for our users to understand Inbound Call Filter actions with a simple renaming of the "Forward Calls" action item to "Ring Forwarding List". With this new label, users can easily identify and select the desired action to ring forwarding list for their calls.




 

Phone System - Call Forwarding


With the recent update, you can now add only one call group to the forwarding list for each extension. Previously, as many as 500 call legs (5 Call Groups x 20 Exts x 5 Devices) could be triggered simultaneously but with this update, you can ensure that you direct incoming calls to the right teams without overwhelming your system.




 


Phone System - Devices


With our latest update, the primary device will be the only device that will be rung if the user is added to a call group, reducing the number of triggered calls. So, say goodbye to the headache of multiple devices ringing at the same time and hello to a more streamlined call management system.




 


Phone System - Music On Hold


Our latest enhancement allows you to switch back to the default Music on Hold (available for both Admin and Member). You can set a custom music on hold and enjoy it for as long as you want. But if you ever need to switch back to the default music, you can do it now with ease by toggling between your custom track and our default music with just a few clicks.



 


Auto Attendant - Overview Tab


This month, we have added an Overview tab to the Auto Attendant page. It is now much easier to determine which Auto Attendant flow is mapped to which Base License when updating Number and Concurrent call addon. On the Overview tab, users can view the information of the Auto Attendant flow, rename the call flow, and copy the UUID.




 


Contact Center - Agent Management


With the introduction of Longest Idle ring mode, you can now set the incoming calls to be assigned first to the agent who has been Available for the longest amount of time, then to the agent who has been available for the second-longest time, etc.


The idle time will reset each time a call or the wrap-up time ends, an agent misses or declines a call, or when an agent becomes Available again after changing status to Busy/Away/Offline.




 


Communication Hub - Users Performance


The Users Performance Page just got an upgrade! Our latest enhancement has made it even easier for you to monitor and review agent performance. With a formula and definition now visible for each component, you'll be able to see exactly how each agent is performing.


We've also added some new components, such as Answered/Dropped within Threshold, Unreachable, After Call Work (ACW), and Average Handle Time. And to make things even simpler, we've renamed Total Talktime to Total Talk, and Average Talktime to Average Talk.




 


Communication Hub - Top bar Menu Redesign


In our effort to constantly improve the user experience, we've made a few changes to the top bar menu in Communication Hub. We have renamed Calls tab to Queue Tab, which better reflects its purpose of displaying active calls, callback requests, and completed calls.



And there's more! The Chat Option in the Topbar menu in Communication Hub has been renamed to “Inbox” containing the following changes:

  • Renamed Assigned Chats to Assigned Convos

  • Renamed Pending Chats to Pending Convos

  • Renamed Completed Chats to Completed Convos




 

Communication Hub - Supervisor Interfering Calls


We understand that managing calls can be challenging. That's why we're excited to introduce our latest update to Communication Hub - the 'Interfered By' column. This new column shows you exactly which supervisor interfered with inbound calls to queue and how they did it - whether it was through the action Force Hangup, Whisper, Monitor, or Barge.




 

Call Metadata - Auto Attendant Call Journey


Exciting news! Our latest update to Call Metadata will allow you to see the digits that your callers are pressing at each step of their Auto Attendant call journey. This new feature provides valuable insight into the call flow and can help you optimize your Auto Attendant to better serve your customers' needs.




 

Dashboard - Multiple Layout for One Widget


We're excited to announce a new update to our Queue Average Waiting Time Widget in the Inbound Call Queue dashboard that allows you to switch between Line Chart and Table Chart layouts. You can now choose the visual representation that best suits your needs, giving you greater flexibility and control in managing your operations.




 


File Explorer


Introducing File Explorer, your go-to hub for all call recording files, giving you centralized access to browse, download, delete, restore, and shred recordings with ease. You can also manage access and permissions for File Explorer by granting either View (can access File Explorer, browse, and download) or View and Manage access (has all permissions and access rights).




 

App Model

 

Call Metadata - Virtual Line Blocks Journey


With a new enhancement to Call Metadata, we are thrilled to introduce a new feature! Users can now see User Pressed digits in the Virtual Line call journey. This allows for better understanding and analysis of call interactions by displaying the digits pressed by the caller against each block in the Virtual Line call flow.



 

BizPhone - Call Forwarding


Our latest update offers a refined call forwarding system that guarantees better handling of incoming calls, ensuring that you can direct them to the right teams without overwhelming your system. With this update, you can now add only one call group to the forwarding list for each extension.


Newly created extensions can only add one number to the call forwarding list if the number is assigned to a call group and one extension group key when forwarding to a call group by group key.




 


BizPhone - Primary Device


Our most recent update focuses on improving call management by streamlining the number of triggered calls. With this update, only the primary device will ring when a user is added to a call group, eliminating the problem of huge number of simultaneously triggered calls.




 


Organization Management - Report


Are you tired of being limited by the maximum allowed period of selection when generating aggregate reports on the App Model? We hear you! That's why we're excited to announce that we've made it possible for you to increase the maximum allowed period of selection. This means you can now generate even more comprehensive and in-depth reports.


But that's not all! We've also enhanced the date and time picker UI to make it more user-friendly and intuitive.




 



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