The March update for our Contact Center solution for Microsoft Teams brings many new features; standalone opening hours, Luware Control API, and reporting data push with access over Power BI. Furthermore, we have extended the agent assistant with the ability to handle external system tasks, call back and call as a service. This update increases security and flexibility for admins, agents and customers alike.
The Luware Control API is a long-awaited feature for our Stratus customers that provides new capabilities and functionalities to control the Stratus Agent application. Functions include the ability to receive external tasks, receive call back tasks, service tasks as well as user management. These new functionalities provide a flexibility to tenant administrators and allow greater efficiency for end users.
An additional feature within the new API is the ability to create an API token with role-based access to be issued with a much more granular level of permissions set. For instance, administrators can issue API keys with read only permissions to an organization so that the data is safe from being adapted. This provides greater security for businesses with various organizations within.
With the new Stratus Agent API, you are now able to create queue tasks from external systems, e.g. CRM and ticketing applications, which will be routed to an available and competent agent based on your workflows. This allows easy distribution and handling of e-mails, tickets or CRM tasks.
Your customers can now request a call back instead of waiting in the queue. This optimizes workload distribution for your employees and improves the service experience of your customers.
System administrators can allow selected teams to be used as call source. This allows team members to make calls from a team or service number, as opposed to their own direct line. If customers call back to the number they will reach the service team and will be routed to an available employee.
You are now able to manage and maintain user permissions directly through the API. Furthermore, you can create or delete users, set their presence statuses, as well as block and unblock users for selection. This leads to greater efficiency within the team since the system administrator manages users at a higher level and the team administrators focus on their teams’ productivity.
The data push allows you to synchronize your reporting data with an Azure SQL database in your tenant. The latter can be integrated into your Data Warehouse or used for Power BI reports. This feature provides greater security for your data as well as a greater efficiency and productivity in reporting for your administrators.
Previously, opening hours were managed through Exchange or Office 365 mailboxes. With the March update, they can now be adapted directly within the Teams client or web interface. Administrators and supervisors can set the opening hours for their services and can adapt certain days for special events, country specific holidays and other internal changes in real-time.