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Enhanced Call Visibility with Call Outcomes in ResolveAX

We're excited to announce the addition of Call Outcomes to ResolveAX, providing users with even greater insight into call activity. Call Outcomes offer a detailed breakdown of each call.

Outcome Description: A clear and concise description of the call's outcome. Below is the current list of outcomes.

• Abnormal Termination: Abnormal termination is an outcome when a WebRTC telemetry data stream was terminated abnormally, and the call status is cleared by the "state" cleaner. As an example, this can occur when softphone, browser, computer or a network connection was abnormally terminated.
• Complete: Complete calls include calls for which we have received WebRTC telemetry data and have been able to calculate MOS score (included Bad, Average and Good voice quality outcomes).
• No Answer – Abandoned / No Answer – Missed / No Answer – Rejected: No Answer outcomes are currently only supported with Amazon Connect.
• No Data – Incomplete: This applies to any call that has been answered, longer than 10 seconds and we were not able to collect WebRTC telemetry data. This will also apply to Genesys unanswered calls, when queue Alerting Timeout is set to greater than 10 seconds.
• No Data - Short Call: This applies to any call that has been answered but has a duration of less than 10 seconds. This duration is too short for any WebRTC data to be captured.

This enriched data is readily available within both the Analysis and Monitoring sections of ResolveAX, ensuring comprehensive visibility for every call.

The Call Outcomes are now integrated into our filtering mechanism, enabling users to filter data by specific call outcomes. Users may select options from "Call Outcome" or "Call Quality". The reason it is either/or is because calls that were abandoned / missed / rejected / incomplete / short calls will not have a MOS call quality score.

We have also introduced a Call Outcomes dashboard under the Monitoring menu in the ResolveAX portal. This dashboard grants a comprehensive overview of agent performance by visualising the distribution of call outcomes. This information can be viewed by Team, Tag, Site or individual Agent.

Enhanced Call Reporting with Termination Reason for Answered Calls – *Genesys Only

When an interaction disconnects, the release type / disconnect reason will now be available for both the agent and the customer in the Deep Dive section of ResolveAX. Users can select an Interaction in Deep Dive and click on the disconnect-types to reveal the ‘Event Details’ pop-up which shows the specific release type / disconnect reason. Please see the list of release types in the table below.

Agent Proximity Dashboard

A new dashboard has been added to the Monitoring section in ResolveAX called 'Agent Proximity'. This dashboard provides a visual representation of the location of agents and the CCaaS instance/region they are connected to. This allows organizations to quickly identify global agent proximity to the CCaaS instance they are using as well, through the use of filters get a bird eye view of specific CCaaS and agent location that are experiencing call quality issues. This map is designed to help ensure the agent is connecting to the closest / most optimal region and to improve visibility into the agent environment. Features:

• Map view showing agent location and connected CCaaS region
• Filter panel for Call Quality, Outcomes, and other options
• Option to filter by a specific CCaaS region or all regions.
• Option for Geodesic line to show connection path (Geodesic is a curve representing in some sense the shortest path (arc) between two points on a surface)
• Agent icons and CCaaS region pins for easy identification.
• Tooltips attached to icons to display Agent Name, Team, Site etc.

ResolveAX Alerting – Call Outcomes and No Audio:

No Audio Alerts: Allows users to subscribe to alerts when audio issues are detected on calls. This provides proactive identification of audio quality issues on the customer and/or agent end.

Call Outcome Alerts: In the Calls tab of the Alerting section, users can now subscribe to the various Call Outcomes. This provides proactive and improved understanding of call completion status. Users can subscribe to one or more call outcomes and can select inbound or outbound calls allowing for granular control over which call outcomes trigger alerts.

Alert History Dashboard

Under the Analysis section of ResolveAX, users can now access an aggregated view of alerts that have been triggered on a per agent basis using the new Alerting History dashboard. This overview aims to provide visibility into persistent, intermittent or recurring issues. The dashboard lists the agents who have triggered alerts in the selected timeframe. Their alerts are segmented into categories (Calls, Health Check, Integration). Each category is represented by an icon which changes from red to green if the alerts have been cleared. This allows the user to swiftly identify which alerts still need to be addressed, facilitating prompt corrective action.

This dashboard will reveal the agents experiencing a higher frequency of alerts related to their device or network connectivity. This scenario could indicate potential environmental issues impacting their ability to handle calls effectively. As another example, the dashboard can help identify agents who might be triggering alerts due to non-compliance with company policies, prompting coaching or corrective actions.

The various columns in the table provide the necessary information to identify what caused the alert. Also, the users can go directly to the Deep Dive view of the session where the alert(s) occurred.

Deprecation of legacy Alarms Section

Administration > Alarms will be deprecated on July 3^rd 2024. This has been replaced by the Administration > Alerting section where users can configure personalized, targeted alert policies.

Issues Fixed:

• CP-43605: Discrepancy between network information showing in Deep Dive vs Call Analysis
• CP-44690: Duplicate Extension activation (prior to agent login) returns an Error message instead of showing success
• CP-45546: Pause of auto refresh is reset when changing tab focus even when it should be maintained
• CP-45524: Alerting History->Abnormal Termination Category Alert not having Triggered Date/Time
• CP-45557: Alerting->At times Call Received alert seems to be not abiding by Call Received Interval Settings
• CP-45560: Alerting->Calls->Issue with Wi-Fi Alerting