3/18/2004
© 2004, Artisoft, Inc.
Thank you for using Artisoft TeleVantage 6.0! This document covers new features, as well as important known issues.
For detailed TeleVantage instructions please refer to the online help and manuals Installing TeleVantage, Administering TeleVantage, Using TeleVantage, TeleVantage Call Center Administrator's Guide, and TeleVantage Developer’s Guide. The manuals are located in PDF format in the \manuals directory of the TeleVantage Master CD and are available as on-line hyperlinked books from the Help menu of the Administrator and ViewPoint applications.
· Agents can now use Viewpoint to switch between making queue calls or personal calls by clicking their name on the ViewPoint status bar. This is an alternative to dialing *14 using the phone.
· You can optionally bypass the overflow wait time when all current tier agents are signed out to send calls to overflow agents faster.
· You can optionally apply the wait time cumulatively to each overflow agent tier so agents in higher tiers are only called after a caller waits longer for a lower tier to become available.
· The performance of the Call Monitor and Queue Monitor has been improved allowing larger call centers. To improve the performance of the Queue Monitor when there are many agents in a queue, you can disable updates of the Agent Position column in the Queue Monitor via Tools > System Settings > Queue.
· Agents are now credited for all queue calls they participate in, even if they do not originally place or answer the call. For example, if an agent transfers a queue call to another agent in the same queue, the call will continue to be counted as a queue call, and both agents will get credit for the same call. Also if 3 agents in the same queue participate on a conference call with a queue call, all 3 agents will get credited the time for the call. The agent statistic Total calls – All shows all queue calls an agent participated in, while the Calls Answered and Calls Placed statistic only count calls the agent originally started or answered. All other agent statistics reflect times and averages across all participated calls. All queue stats (Queue Monitor bottom pane) now only reflect time from the perspective of the caller, e.g. even if 3 agents conference in one queue call, the Talk Time queue statistic will show the length of the call, not the total time agents spent on the call (which for 3 agents in a conference would be 3 times the length of the call). In light of these changes, the queue Call Time and queue Wrap-up Time statistics have been removed, since those statistics blended agent and queue data in a way that would make them meaningless now. Agent Call Time and Wrap-up Time statistics have been preserved. Instead of queue Call time, refer to queue Talk Time in TeleVantage 6.0.
· The Queue Monitor has two new inbound stats, Calls Transferred Out and Calls To Voice Mail which count callers that pressed a key while on hold to bail out of the queue. In TeleVantage 5.x, these calls were counted under the Calls Abandoned stat. New Call Results have been also been added to the Queue Comparison and Inbound Call Outcome Trends reports to count calls that were redirected calls or transferred out of the queue due to a caller pressing a key while on hold.
· Call Center Queue hold prompts can be configured to not play while the call is being offered to an available agent (similar behavior to TeleVantage 4.x). To change this behavior, start the Advanced Settings Editor and change the setting \Artisoft\Server\RestartTimeAfterRingingAgent from False to True.
· The queue redirection field If the number of waiting callers would exceed __ now works so that if set to 3, a call that would be the 4th waiting caller is redirected.
· The expected wait time algorithm now accounts for overflow agents.
· The expected wait time announcement can now optionally include seconds as well as minutes via PlayInSeconds setting described in Administrating TeleVantage p A-41
· The Queue dialog box has been reorganized and streamlined.
· TeleVantage 6 now supports Act! 6.0 contact manager.
· New report: Agent State Summary by Queue report shows the total time spent in each agent state for all agents in a queue.
· New report: Agent State Summary report shows the total time spent in each agent state for all queues to which an agent belongs.
· New report: Call Summary report shows the total number of calls and the average duration of calls placed from an extension or a workgroup. You can choose whether the report shows internal or external calls.
· New report: Call Transfer report shows all calls that a selected user or queue transferred to other entities during the specified time interval.
· New report: Grouped Service Level report shows wait time for all calls, displayed in five-second groupings.
· New report: Outbound Calls by Phone Number counts the number and duration of outbound calls placed to a specified list of phone number prefixes.
· New report: Outbound Call Comparison report separates your outbound calls into three categories: In-state, Toll-free, and Other.
· New report: Outbound Long Distance Summary report helps you track your outbound long-distance phone traffic and estimate a phone bill for a given period. The chart displays the total number of outbound long distance calls and the duration of each. The Data tab shows the estimated cost of your long distance calls based on the fees you enter.
· New report: Trunk Usage report provides an easy way to report on all trunks referenced by a Dialing Service, so that you don't have to specify individual trunk numbers as with the Trunk Performance Report.
· New report: Unanswered Calls During Business Hours report shows inbound calls during your TeleVantage business hours that were not answered by a user. This includes calls that were answered by another extension type, such as a queue or an auto attendant, but never picked up by a user.
· New report: User Call Trends, which shows the same data as the TeleVantage v5.x Agent Performance Trends report, but it can be run on any user. The Agent Performance Trends report has been renamed Agent Call Trends.
· New Reporter Options dialog box lets you specify how outbound calls are counted, how in-state calls are counted and labeled, and what dial prefixes represent toll-free or local calls. From the Reporter, choose Tools > Options. This dialog box helps you set up the new reports, such as Outbound Long Distance Summary, Outbound Calls by Phone Number, and Outbound Call Comparison.