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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.

* No Answer Call Outcomes are only available for Amazon Connect users in this release. We will be expanding this feature to become available for Genesys users in the next release.

ResolveAX Detects Audio Issues on Agent side and Customer side 

ResolveAX can now identify and report calls experiencing audio issues on either the customer or agent side. This functionality tackles one of the most frequent pain points raised by our customers and prospects: calls with prolonged or complete silence. This enhanced capability empowers users to proactively identify and resolve audio problems while gaining valuable insights into call performance.

The ‘No Audio’ detection period can be customized. This can be configured in the Administration > Settings section of the ResolveAX portal. This allows users to control what call duration is considered for the audio analysis.

No Calls Received Flag

We're excited to announce an update that improves alert handling for the ‘calls received’ flag. Previously, users who log into their CCaaS platform regularly but do not take calls were triggering the ‘no calls received’ alert. A new system tag is available in the Agent Management section to identify users who don't take calls such as supervisors. Users with this tag will have the following benefits:

• Their phone icon in the Agent Integration dashboard will always remain gray, regardless of call activity .
• The timer in the settings section will no longer affect their phone icon.
• They will not receive the "No Calls Received" Integration Alert.

This update provides a clearer visual representation of call handling for users who don't take calls, streamlining the Agent Integration dashboard and reducing unnecessary alerts.

The system administrator will be able to assign the new system tag to users who don't take calls. No further action required.

Agent Management portal:

Agent Integration dashboard:

Issues Fixed

CP-44207: Permissions Failures on ResolveAX Dashboard

CP-44208: Bandwidth Test Failed on ResolveAX

CP-4450:  Calls with no MOS data trigger bad MOS alert

CP-4464: Settings->Can have some validations for "No audio threshold level"

CP-44694:  Monitoring -> Voice Quality does not provide correct call total summary

CP-44732: Integration->Calls Received seems to be always showing "Failed to receive call" Red icon

CP-44886: Analysis->Some calls do not have any Call Outcomes

CP-44964: Outcome filter Issue getting multiple outcomes for a single call

CP-44967: Call Outcome->View Details popup is truncating

CP-45005: Call Outcome->Popup->Issues

CP-45015: Filter Option Dialog->Clear Changes is broken