Voice Monitor by Enreach 1.5 (CURRENT RELEASE)
Released 20.10.2022
Scope
Performance improvement for data processing architecture
Views will be updated timely, without significant latency.
This change will ensure that displayed data and what is actually happening are always in sync.
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First commercially available version of Voice Monitor by Enreach
Branding update
Naming change
Logo
Colors
BeneVoice Monitor 1.0 BETA HotFix 1
Released 25.11.2021
Scope
Fixes to known issues and limitations in Beta version 1.0
User status timer / status change time is not updating correctly
For some customers, users are shown to be on a “direct” -call incorrectly
Space key not working when using search for filters
Total level “On service call” -KPI vs users on service call calculated from the user view is not always in sync
User status time not updated by the change in the user status note, only by the main state.
BeneVoice Monitor 1.0 BETA
Released 14.10.2021
Real-time queue status monitoring
Serving agents per service pool
Active agents per service pool
Free agents per service pool
On call agents per service pool
Maximum waiting time per service pool
Queue length per service pool
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Voice Monitor by Enreach 1.6
Targeted release date Q1 Q2 / 2023
Scope
Average KPIs for active, serving, free -agents to be changed to total KPI.
E.g. selecting 2 service pools, shows the total amount of free unique agents in those pools, not the average amount per service pool.
Running day trends and KPIs (updated every 5 seconds) per service pool
Calls in queue
Currently on-going calls
Offered calls
Answered calls
Abandoned calls
Answer %
This will allow end users to monitor what has happened within a certain service pool e.g. within the last 1, 5, 15, or 30 minutes.
Trends will be generated and available for the running 36 hour window.
Voice Monitor by Enreach 1.7
Targeted release date Q1 / 2023 TBD
Scope
Cross linked service pool and user filters
Visibility to single call details
Calls in queue
Ongoing / answered calls
Abandoned calls
Individual bookmarks / saved selections
Voice Monitor by Enreach 2.0
Targeted release date Q2 / 2023 TBD
Scope
Real-time call transcriptions for selected service pools
Integrated with Voice Monitor
Allows monitoring of currently ongoing calls, transcribed in real-time
Visual cues for increased clarity to high-low values
Based on limit values, which can be configured users
Multi-language support, Finnish and English.
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