Improvements and New Features: Supervision of Outbound Calls, Dashboards With New Icon & More
16/07/2024
New features are live in our production environment! Learn what exciting updates you can expect in this blog post. New Features
- Supervision of Outbound Calls
- List Outbound Calls Within Dashboards With New Icon
- Notifications for IM Messages
- Power BI Nimbus Enabled for Incremental Refresh
Supervision of Outbound Calls
We are proud to announce, that with this release we enable Supervision of Outbound Calls. This will allow the supervisors not only to monitor inbound calls, but to Listen, Whisper and Barge-in to outbound calls as well. This feature is especially useful for training and coaching purposes, as well as ensuring quality and compliance of outgoing calls. Supervisors can access the supervision panel from the Luware Nimbus Dashboards and see a list of all active outbound and inbound calls in their team or group. They can then choose to join any call as a listener, whisperer, or barger-in, and switch between these modes as needed. The agents and customers will receive an audible notification when a supervisor joins the call. This is an exciting feature that will enhance the performance and quality of your outbound campaigns. However, please note that supervision of calls is only available with Contact Center licences. If you are using Advanced or Enterprise Routing, you need at least one Contact Center license to use this feature. To upgrade your licences or learn more about the different licence types, please contact your Luware account manager or visit our website.
List Outbound Calls Within Dashboards With New Icon
With the introduction of Supervision of Outbound Calls, we now show Outbound calls on the Luware Nimbus Portal in several places:- Service Dashboard
- Non-Personal Dashboard in the Service Supervision Tabular
- Historical Service Session
To visualize the different kinds of Outbound calls, we introduced two new Icons:
- Scheduled Outbound Calls
- Call on behalf
Smaller Improvements
You can now stay updated on your IM tasks with our new feature: Notifications for IM Messages. This feature allows you to receive audio and browser notifications when you have a new IM task or message from a customer. To configure the notifications, go to the Luware Nimbus Portal and select Preferences. In the Notifications Tab, you can customize the Audio- and Browser Notifications - for External Tasks, Emails, and from now on, for IM Tasks as well. This feature will help you to manage your IM tasks more efficiently and respond to your customers faster.
Power BI Nimbus Enabled for Incremental Refresh
We are delighted to announce the latest major update to the Nimbus Power BI template, which will enable users to set up and take advantage of the powerful feature known as Incremental Refresh in Power BI. With the existing template version, when a user retrieves data for a given date range (for example the last 30 days) the report would make a call to the database, retrieve the full 30 days and store it in the report, at each subsequent refresh, a complete reload of the entire dataset would be performed again, replacing the existing data entirely, even if part of the requested data had already been loaded to the report in the previous refresh and had not changed. With the updated template, enabled for Incremental Refresh, users will be able to set a policy which will tell Power BI to store a certain amount of data as a rolling archive, while refreshing only the additional portions of data at each refresh, instead of the entire dataset. Among the advantages of this new feature are:- Improved performance: by refreshing only the relevant data, the overall refresh time is significantly reduced compared to full data refreshes.
- Optimization of storage and system resources, such as the overall memory and other database resources used in Power BI to complete the refresh.
- Minimization of the impact on the network infrastructure. This is especially critical for data sourced from remote locations or cloud services, such as in the case of the Nimbus template connected to OData.