We have introduced new administrator features to help you standardize procedures, streamline workflows, and increase productivity. In addition, the Attendant Console has been updated with a more efficient search feature to ensure quick and easy access to the right contacts.
New workflow templates available in the Admin Panel make it easier to standardize call handling across multiple services. This helps you to ensure that the same company procedures are followed consistently across all services, creating a consistent customer experience. With the new update, it is now possible to automatically propagate changes made to the parent workflow to all child workflows. You can either use an existing system or create your own custom templates and edit whole workflows down to the level of individual workflow fields. This saves you time and resources in streamlining workflows.
To help you better manage and staff your contact center, you can now configure not available reasons for agents. You can define custom not available reasons such as “internal meeting,” “technical issues,” or “break” that users must select when they become idle. As soon as agents manually select a user status such as “Busy” or “Do Not Disturb” because they are away from the computer, the Nimbus Assistant will pop up and prompt the agent to enter their unavailable reason.
By tracking the not available reasons of your agents, you can identify issues and improve your staffing levels to reduce wait times. For instance, if a large number of agents are unavailable due to technical problems, you may need to invest in better technology to address the issue.
The Attendant Console has been visually refreshed for a better search experience. It is now easier to quickly find the right contact. You can organize your contacts into up to ten custom groups with up to 50 users per group.
For example, you can now create a group based on the skills of the contacts, such as a high-touch team that specializes in complex IT issues and a low-touch team that is better suited for more straightforward issues. Grouping contacts in this way not only makes it easier and more efficient for receptionists and frequent callers to find the right person to transfer a call to but also ensures that callers are always routed to the most appropriate team member.