This new version of PhoneUP includes Desktop and Processes Analytics (DPA) – a solution developed in response to market needs and our customers’ requests. This tool allows you to optimize agent performance and analyze the efficiency of business processes. We plan further development of DPA to automate the analysis of enterprise communications.
Join us for a webinar on July 24th at 11:00 am (GMT+4) to learn more about DPA, the latest improvements, and see a live demonstration of our new tools. You’ll learn how they can help to analyze your employees’ actions, detect anomalies, and improve productivity.
What’s new in PhoneUP 5.6
NEW MODULE: DESKTOP AND PROCESSES ANALYTICS
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The “Process” entity has been introduced, grouping specific applications or application sections. You can now analyze agent time spent not in a specific application, but within a defined “Process” (e.g., “CRM work”, “Knowledge base”, “Call logging”, etc.).
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Process analytics have been added – you can now compare agents and agent groups based on the time they spend on specific processes.
Working with “Processes” allows you to detect anomalies (for example, one group of agents spends twice as much time in the Knowledge base as others) and then analyze the reasons for these anomalies in detail.
With PhoneUP 5.6 you no longer need to spend time viewing each screen recording – DPA automatically tracks and analyzes all agent activity.
SYSTEM
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Improved user synchronization with AD/LDAP – PhoneUP now automatically changes user settings in the following scenarios:
— a user is deleted in AD, and a new user appears with the same phone number,
— an existing AD user’s phone number has been updated,
— an AD user’s phone number is assigned to a new employee.
This simplifies the work of system engineers, relieving them from routine PhoneUP maintenance tasks.
SCREEN RECORDING
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Screen recording without call recording – the PhoneUP screen recording module can now be used in integration with a third-party recording system or for recording the screens of text channel agents.
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Recording triggered by contact center platform events – screen recording now works correctly when using SIPREC call recording, where the SBC lacks information about the call lifecycle (IVR –> queue –> agent distribution).
QUALITY MANAGEMENT
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Improved “Evaluation volume” report (grouping by periods is now available).
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User group and score filter added to the evaluation list.
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Supervisor comments can now be assigned to specific questions (not just the entire dialogue).
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All analytical report diagrams can be copied to the clipboard for subsequent use.
Want to see PhoneUP 5.6 and “Desktop and Processes Analytics” in action? Register for our webinar on July 24th to learn more about new product features and the potential of DPA.
Lets talk.
