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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.
Voice Monitor by Enreach 1.4
Released 14.04.2022
Scope
Real-time visibility to callback list status
Number of open call back requests (total)
Number of open call back requests per list
Number of agents active per list
“Call back list” -filter can be applied for these KPIs to adjust the view.
Voice Monitor by Enreach 1.3
Released 24.03.2022
Scope
Users can see only those service pools / other users for which they have necessary administrative rights. This is based on the same access control as for common Voice Center management features and can be configured via Enreach Portal with management group settings
This allows Enreach customers to provide visibility to Voice Monitor information based on e.g. different internal or outsourced -teams, managing only a certain set of service pools / users.
This also enables Enreach customers to provide Voice Monitor -view to their end customers.
Voice Monitor by Enreach 1.2
Release date 10.03.2022
Scope
Security and hardening improvements.
Removal of de-activated users from the UI.
Voice Monitor by Enreach 1.1
Release date 10.02.2022
Scope
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Known issues
Users de-activated from Voice Center before version this version (1.1) will remain in the UI until batch user information update is completed. This is targeted to be done during Feb 2022.
Voice Monitor by Enreach 1.0
Release date 14.12.2021
Scope
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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Known issues
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
ROADMAP
Voice Monitor by Enreach 1.6
Targeted release date 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 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 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.