In This Release

This release includes the following changes and updates:

  • General: Simplified Navigation
  • Navigator: Simplified Tabs
  • Navigator: Creating or Finding a Customer
  • Navigator: Quickly View Customer Information
  • Navigator: Co-Browsing Web Pages on Android® Devices
  • Designer: Tagging Steps
  • Designer: Duplicate Step Names
  • Analytics: Reorganized Dashboards
  • Analytics: New Path Optimization Dashboard

General: Simplified Navigation

The left navigation menus have been replaced with sub-menus and breadcrumbs to simplify navigation and expand the screen area available for working in Cloud.

Navigator: Simplified Tabs

The Search tab has been renamed Existing Session, to help you more quickly choose between creating a new session for finding an existing session. The functionality for existing sessions is unchanged.

Navigator: Creating or Finding a Customer

In the New Session tab, the Create a new customer and Search to find an existing customer icons have been replaced by the same fields that used to appear in the respective popups. This eliminates a click by allowing you to immediately begin creating a new customer or finding an existing customer.

Navigator: Quickly View Customer Information

Hovering over a session tab displays a popup with the customer’s name and email address.

Navigator: Co-Browsing Web Pages on Android Devices

Agents may now co-browse web pages with consumers using Android devices. To do this:

  1. Connect to the device using the Cloud Connect app.
  2. Enable co-browsing by clicking the CoBrowse button in the Remote View toolbar.
  3. Push a URL to the device.

This will launch a browser within the app, where both the agent and consumer will be able to view the web page.

To stop co-browsing, click the Stop Cobrowse button in the Remote View toolbar.

Designer: Tagging Steps

When creating a Step in the Designer, you may now add tags. You can then use these tags to help you locate the correct Step(s) when creating or editing a Path.

Designer: Duplicate Step Names Cloud now allows you to create multiple Steps with the same name.

Analytics: Reorganized Dashboards

The Cloud dashboards and reports have been reorganized as follows:

  • Management 
    • Executive Dashboard 
    • Team & Agent Performance 
    • Team & Agent Comparison 
    • Devices 
    • Surveys 
    • Customers 
  • Path Design 
    • Path Dashboard 
    • Path Optimization 
  • Agent Success 
    • Agent Scorecard 
    • Session Details 
    • Path Timeline 
  • Reporting 
    • Report Builder 
    • Trends 
    • Steps 1-2-3 
  • Sample Data 
    • Executive Dashboard 
    • Agent Performance 
    • Agent Scorecard 
    • Path Dashboard 
    • Path Timeline

Analytics: New Path Optimizations Dashboard

The Analytics section of Cloud contains a new Path Optimization dashboard under the Path Design sub-menu. This dashboard presents the following information:

  • The Paths that your agents use most often (Most Used Paths). Selecting a Path in this table displays detailed information about that Path (described below).
  • Most Used Paths that have the highest Agent Handle Time (AHT)
  • The Steps that are used the most often that also have high AHT. Paths and Steps with high AHT may be good candidates for optimization to reduce AHT.
  • Step sequencing displays any differences between how the Path Designers created the Path and how agents are actually using the Path. This can provide insight into how to reorganize the Paths for greater efficiency and lower AHT.
  • Steps that your agents mark as Complete least often (Least Used Steps).

In general:

  • Consider ways to reduce AHT for your most-used Steps, such as streamlining the Actions or reducing complexity.
  • Consider reorganizing Steps into the order in which your agents actually use them within a Path.
  • Consider removing the least-used Steps.

These ideas may help you decrease AHT while improving the customer experience and satisfaction.

This image shows the Path Optimization dashboard before selecting a Path:

Selecting a Path in the Most Used Paths table displays detailed information about the selected Path.