1. Queue Statistics via Open Channel API
Deflect conversations to lower-cost synchronous and asynchronous digital channels seamlessly based on real-time queue statistics
- Clients leveraging open channels can now make informed decisions on deflecting a customer conversation from one channel (e.g., IVR) to another channel (e.g., Chat) and optimize the overall wait time
- An Open Channel API shares real-time statistics on the current state of the available queues -
- For queues designated for synchronous or live agent chat, # visitors waiting in the queue and # available queue positions are available in real time
- For queues designated for asynchronous chat with live agents, # visitors waiting in the queue is supplied in real time
2. Test & Preview Visual Cards with Ease in Card Designer
Accelerate deployment of Visual Cards to automate complex journeys
- Improved card preview capability allows designers to bring in test data, ensure the card displays data & visual elements as desired, and then publish visual cards for use by live and virtual agents, all within the rich self-serve Card Designer functionality
After Release: Enhanced Previews in Card Designer
3. Better Control Over Ending Voice Conversations with enhanced Conversation Builder
Optimize call volume by proactively configuring for scenarios where voice calls need to be disconnected
- Reduce time spent by live agents on those voice calls that you deem unnecessary
- The following scenarios can now be designed in Conversation Builder -
- Upon reaching the “goodbye” node post successful completion of a transactional journey
- When the time limit for receiving user input in any node exceeds the set threshold
- When calls arrive after hours (when agents are not available)
- When you face operational emergencies not allowing agents to operate
- For identified fraudulent calls
- Post-deflection from IVR to other digital channels
- For client-defined business (e.g., based on the availability of agents with specific skills)
Conversation Builder: Ability to Disconnect at any node
Conversation Builder: Ability to Disconnect due to no input or no match
Learn more
For more release details, log into [24]7.ai Engagement Cloud, then go to the product’s Document Portal and view the Release Notes section.
