In this release
- Configurable Reporting Data Segregation for Users
-
Enhanced Agent Disposition
- Detailed Agent Call Analysis warp button for Monitoring Call Outcome and Monitoring Disconnect Reason "By Agent" views
- Issues Fixed
Configurable Reporting Data Segregation for Users
The new Data Segregation features empower ResolveAX Tennant administrators to control and segment what agent population data can be viewed by a specific ResolveAX Reporting user
The configuration for the Reporting Data Segregation configuration is available to users with ResolveAX Platform Administration roles and is accessible from the Administration menu
The new Data Segregation features empower ResolveAX Tennant administrators to control and segment what agent population data can be viewed by a specific ResolveAX Reporting user
The configuration for the Reporting Data Segregation configuration is available to users with ResolveAX Platform Administration roles and is accessible from the Administration menu
Every time the configuration page is accessed, the ResolveAX portal automatically retrieves the list of all tenant users.
Each user can then be configured with a set of pre-filters, that will limit visibility to only the data that meets the pre-set filtering parameters.
Users can then leverage standard dashboard filters to further refine data visibility, but only based on the pre-filter data set that has been defined by the Platform Administrator.
Users who have no filters defined will have visibility to all the reporting data available for agents being monitored by ResolveAX
Enhanced Agent Disposition
In the previous releases, to include agents in the feedback loop to help identify calls with poor Vice Quality (VQ) ResolveAX has provided agents with the ability to flag calls using desktop widget. The flagged calls could then be proactively alerted and reported on helping technical personnel to focus on specific interactions.
With the 24.12 release, ResolveAX is taking agent feedback to the next level, providing agents with the ability to provide very specific, contextual feedback that will help technical personnel in performing the root cause analysis.
The Enhanced Agent Disposition feature consists of several parts:
Desktop Widget
The ResolveAX Desktop widget has been enhanced to allow agents to select from a set of commonly encountered issues.
When clicking on the “thumb down” button, the agent will be presented with a simple pulldown menu containing the list of the common default dispositions to choose from:
- Echo
- Poore Call Audio
- Static/Background Noise
- Can’t hear customer
- Customer can’t hear me
- Dropped Call
Same functionality can also be accessed via the Extension icon in the browser title bar
Note: Customers wishing to customize the default disposition list should send a request to Cyara Support: support@cyara.com
Monitoring – Agent Disposition Dashboard
In conjunction with introducing agent dispositions, 24.11 release also introduces an Agent Disposition dashboard under the Monitoring menu in the ResolveAX portal. This dashboard provides an aggregated view of Agent Disposition reasons distribution across Teams, Tags, Sites, or individual Agents.
Note: Users may notice two dispositions that are not included in the list available to the agents via the desktop widget:
- Genesys Bad VQ Disposition
- Unspecified Bad XP
Genesys Bad VQ Disposition
This disposition is only available for customers using the Genesys Cloud CX CCaaS platform. Genesys Softphone has an embedded capability to allow agents to flag calls where they may have experienced bad VQ. When ResolveAX receives a disposition directly from Genesys Cloud CX, it will be logged as “Genesys Bad VQ Disposition”
Unspecified Bad XP
This disposition is in support of historical data where flagged calls did not have additional disposition context, prior to the Enhanced Agent Disposition feature (before 24.11). Any “flagged” call records prior to 24.11 release will have disposition reason set to “Unspecified Bad VQ Disposition”
View by dispositions by an individual agent
When viewing Agent Dispositions by “By Agent” the dashboard provides visibility into the breakdown of dispositions used by a specific agent
Agent Disposition Analysis Insights
To provide further detailed visibility into Agent Disposition information we have enhanced the following Analysis Dashboards which now include Agent Disposition details for each interaction record:
- Agent Analysis
- ISP Analysis
- Location Analysis
- Call Analysis
- Network Analysis
A new column “Agent Disposition” has been added to each of the above dashboards that will display a specific description for every flagged call.
Note: To search for all calls that contain agent disposition, use the filter panel to set the “Call Quality” search criteria to “Flagged Calls”. To filter for specific disposition(s), you can then use in-column filtering to select one or multiple depositions to filter on.
Detailed Agent Call Analysis warp button for Monitoring Call Outcome and Monitoring Disconnect Reason "By Agent" views
When viewing specific agent information in the "By Agent" view of the Disconnect Reason or Call Outcome dashboards, the user can now use the “Detailed Agent Call Analysis” button to warp to the "Call Analysis Dashboard” which will automatically filter the interactions for the specific agent being viewed.
Issues Fixed
CP-44326: Fixed intermittent issues where the ResolveAX browser extension did not reconnect upon the browser refresh
CP-47750: Fixed instability issues with the Monitoring -> Agent Proximity Dashboard
CP-47823: Re-priming an already primed extension will now completely wipe the extension configuration before applying new configuration settings
CP-48236: Data lookup performance improvements